Promoting positive outcomes from patient complaints

Complaints from patients often indicate their difficulty in coping with the health care system. Nurses need to acknowledge these complaints and help the patient resolve the problem. They need to see complaints as part of a continuous dialogue with their patients and their families. In addition, nurses need to use these complaints to assess the needs of the patient and to evaluate the care and delivery of services. This article presents nine steps the nurse can take when a patient or family member has a complaint.