Admit mistakes, show your concern.

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.