The ASSIST model of communication can help to resolve complaints swiftly
Managing patient complaints and meeting service-user expectations are an inevitable part of a nurse leader’s role. Although complaints can be challenging, they provide a unique service-user perspective on the safety issues, care concerns and communication experiences in health services (Barnhoorn et al 2021, O’Dowd et al 2021).
Nursing Management. 30, 6, 21-21. doi: 10.7748/nm.30.6.21.s9
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