diane227, LPN, RN 1,941 Posts Specializes in Management, Emergency, Psych, Med Surg. Has 32 years experience. Oct 4, 2009 You know, some managers just don't know how to manage their way out of a paper bag. Now there may be other issues here that we don't know about. But when I used to get patient complaints I used to at least talk to the staff member and get their side of the story, or even before that, ask some of the other staff how it was going with that particular patient and family. Usually I would go talk to them myself so I could assess for myself if they were crazy or not. Some people are going to complain no matter what you do. You could be walking on water and they would not be happy. So who knows. But I think suspension is extreme. In one hospital where I used to work, we had a customer service class. If we had someone who needed communication help, we sent them to the customer service training class. Sometimes it helped, sometimes not.