Patient's

There can be many different scenarios for this problem. Personally, I try to stay quiet, listen, let them vent than start a discussion with "it must be very frustrating and scary to have your mother, father, brother, sister, child in the hospital. Let's see if we can sort this out."

However, if I don't have the time or ability to delve into it, I refer them to the charge nurse, unit manager, pt relations, etc..., in other words, someone that can take care of it.

I deal with complaints quite a bit in my job and I find that often just listening to what they have to say does a great deal to calm irrate patients and relatives.

Let them know that you appreciate how distressing it is to have a loved one in hosital and that you are sorry they feel the care has not been adequate. (That does not mean that you are accepting the blame on behalf of anyone but you appreciate how they feel and are sorry that they feel that way)

Is their complaint justified - if so then assure them the appropriate action will be taken, make sure you follow up on that or they lose faith in the system and you.

Ask them what they would like to do, more often than not it is a simple adjustment or nothing at all just wanted to let you know.

I have found the vast majority of complaints come down to a breakdown or perceived breakdown in communication so just by listening and showing that you understand thier distress will help alleviate some of the problem

And then there are those that you just have to accept will complain no matter what you do, no amount of discussion will every resolve thier issues because they are happier when they complain.