This question is very good. The problem with answering this question is that, what happened to this patient is a life changing experience that could have ended his life.
So from this point on, his life will never be the same. He could have died. So in this case. Upper management, need to be the buffer. They need to get into damage control and be very good at it. The nurses that are doing the step by step patient care, should be expected to do the best nursing job they can. But should not need to be part of that over the top damage control, customer service, that can actually take away from proper patient care.
The problem is that, nurses can see this, but the patient and family point of view is different. It is one unit and that unit needs to do what is necessary in the eyes of the patient. Very difficult.
There are other cases, where the patient and family have nothing over and above what other patients have. It never fails to amaze me that people are being treated and cared for by professionals, that if it wasn't for these professionals, they might die, or be more negatively affected, and yet they treat their nurses horribly. Have you noticed that some nationalities, treat you like you are special and your profession is to be respected. Some of this is cultural.
We, in the USA, have taught people that if they are paying money, they can demand what they want, reasonable or not.
In assisted living, residents are supposed to be helped to be as independent as possible and their privacy is essential. Which means encouraging them to do more for themselves, and only call if it is essential. Many complain that not enough is being done for them. In LTC's, their freedom has been taken away. So the only thing that they have control of, is expecting medication at a certain time, how good or bad the food tastes, even to the point of saying, "no, I don't want a shower today." I say, give them what they want, but don't cripple them and don't cripple your effectiveness to help all of the patients, due to a primadonna. Special treatment should depend more on acuity than capriciousness.