Should I say sorry? How to handle complaints – and also learn from them
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Should I say sorry? How to handle complaints – and also learn from them

Daniel Allen Health journalist

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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