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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... Facebook ►   / ausmed   Instagram ►   / ausmededu   LinkedIn ►   / ausmed-conferences   Twitter ►   / ausmed