Health and Medical News and Resources

General interest items edited by Janice Flahiff

Validate Complaint Before Responding

From the 19 May 2011 Medical News Today article

…Listening, saying sorry, and validating the complaint by repeating the complaint word for word – or least paraphrasing – can solve the majority of the problems and diminish the need for fights. Sometimes people just want to be heard…hear their complaints and gripes about life validated. Doesn’t mean necessarily you’re wrong and they’re right….they just need to blow off steam. Also, for some people after hearing their complaint repeated back it makes them realize they’re making a mountain out of a mole hill….they’re being unfair, unreasonable, and even silly. ….

..Source: Sorry Works! (“advocacy organization for disclosure, apology (when appropriate), and upfront compensation (when necessary) after adverse medical events.”)

Click here to read the entire Medical News Today article

May 19, 2011 - Posted by | Health News Items, Professional Health Care Resources | , , ,

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