Should I say sorry? How to handle complaints – and also learn from them
While negative feedback may be difficult to hear, an empathetic approach can often prevent issues escalating
The NHS in England received more than 208,000 written complaints in 2018-19 – an average of 572 a day.
Nursing Standard.
36, 1, 19-21.
doi: 10.7748/ns.36.1.19.s11
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