Listening, apology and not becoming defensive

Complaint contacts can feel personal, especially when a patient criticises reception staff, clinicians or the whole practice. Responding defensively usually increases tension and makes it harder to handle the concern fairly.

Listen without taking ownership of the investigation

Frontline listening is different from investigating a complaint. You should hear the concern, clarify where it needs to go and record the essential details without deciding who was right, whether policy was followed or what the outcome should be.

When a patient names a colleague, avoid defending or criticising them. The complaints process exists so concerns can be reviewed fairly, with input from the right people and access to relevant records.

Apology and acknowledgement

Saying sorry that someone had a poor experience or was upset can be appropriate. An apology is not the same as admitting liability, blaming a colleague or promising a particular outcome.

• "I am sorry this has been upsetting."
• "Thank you for telling us."
• "I can explain how this can be passed to the right person."
• "I cannot investigate this here, but I can record the concern."
• "I will make sure the current healthcare issue is not missed."

Wording to avoid

• "That cannot have happened."
• "You must have misunderstood."
• "We are short-staffed, so there is nothing we can do."
• "I know that staff member would never say that."
• "I promise they will be disciplined."

Apology

Do not argue the complaint at the front desk; listen, acknowledge and pass it to the right process.