Managing Complaints in Healthcare | Ausmed Explains...

Managing Complaints in Healthcare

If you need to directly intervene in a problem situation with a relative, it will probably be because the relative has been dissatisfied with interactions with direct care staff and wishes to speak with a more senior person

The nurse or midwife manager should:
- Try to be approachable,
- Hold a meeting away from the noise and bustle of the ward,
- Assess if the patient should be present,
- Ensure that you tell your staff where you are,
- If the relative is truculent or loud, have another staff member (or security) present,
- Sit between the relative and the door (follow duress and assistance protocols),
- Turn off pagers and mobile phones if possible,
- Sit at the same level as the relative,
- Try to keep a calm, even voice.

For more information, visit: https://www.ausmed.com/guides/communi...

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