Current Paediatrics
Volume 13, Issue 5 , Pages 376-381, October 2003

Understanding and coping with complaints: a clinician's view

Medical Director and Consultant Paediatrician, Clinical Governance Directorate, Conquest Hospital, The Ridge, St Leonards-on-Sea TN37 7RD, East Sussex, UK

Abstract 

Dealing with complaints is becoming a necessary and increasing part of everyday life. To minimize the stress that they cause requires a constructive systematic approach. This paper describes the feelings of clinicians when faced with a complaint, puts complaints into context, and recommends how to deal with them and prevent them, highlighting suggestions for good practice.

Keywords:  complaints, clinician, understanding

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PII: S0957-5839(03)00059-9

doi:10.1016/S0957-5839(03)00059-9

Current Paediatrics
Volume 13, Issue 5 , Pages 376-381, October 2003

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