BLOG

Peace + Patient

One sentence to memorize (and use)

You may have heard (or read about) different formulas used by effective communicators. The 'uh-huh', nodding the head, 'I see'. There are...

"IT'S NOT ABOUT YOU"

It was a difficult case. Multiple complaints, complex situation, extremely angry family member. The conversation was rocky, the tone...

Apologies - yes or no?

I had numerous cases where a complainant would've not escalated their concerns if they would've gotten an apology. An abrupt staff...

"Do YOU think this is OK?!"

Your patient or a family member may complain about an issue, and asks you this question. You may think this is harmless (and it may be),...

What people complain about (in medicine)

Patient complaints are not a new area in the medical research literature. In fact, there are countries (Australia, UK, New Zealand) who...

Interested in this content?

Subscribe to the blog and get the latest posts sent to your mailbox