Reflecting on the communication process in health care. Part 2: the management of complaints

摘要

This is Part 2 of a two-part article on the communication process in healthcare practice. Part 1 focused on clinical practice in relation to breaking bad news. In Part 2, the focus is on the management of complaints, including the communication process, and the subsequent emotional impact on the health professional. Efficient management of complaints is vital to ensure positive outcomes for all stakeholders—patients, health professionals and the organisation. Reflection is a highly beneficial tool and this process is used to acknowledge the impact of a complaint on the author, other health professionals and the health organisation, and propose ways in which management of this highly sensitive issue could be improved in the future.