Complaint management strategies and service recovery in particular, can be extremely effective in reducing the likelihood that a dissatisfied patient or family member will sue. Acknowledge your mistakes, and take concrete steps designed to ensure they will not be repeated. If possible, involve the patient or family member in the solution. Make sure the complaining individual realizes that you are listening to him or her and that what he or she says is important to you. Be proactive. If a patient appears unhappy, engage him or her in conversation and ask what's wrong.
投诉管理策略，尤其是服务补救措施，在降低不满的患者或其家属提起诉讼的可能性方面可能极其有效。承认你的错误，并采取具体措施确保不再重犯。如有可能，让患者或其家属参与解决方案。确保投诉者意识到你在倾听他或她的意见，并且他或她所说的对你很重要。要积极主动。如果患者看起来不高兴，主动与他或她交谈并询问出了什么问题。
