A clear, well-structured response is key to resolving disputes and preventing escalation. This is a formal response from your organisation—handled carefully, it can rebuild trust and demonstrate professionalism.
HINTS:
- Consider how you would feel reading the response.
- Show empathy for the complainant.
- Reflect on the impact of the issue on the patient and their experience of complaining.
TIPS:
- Stick to the agreed heads of complaint.
- Do not include information that is not part of the complaint.
- Provide relevant explanations but avoid unnecessary detail.
- Use plain English—no jargon or unexplained abbreviations no matter who the audience.
- Avoid using staff names; refer to job titles instead.
- Remember your audience: private patients in the UK typically have a reading age of 12–14 (Years 8–9).
A clear, empathetic, and focused response demonstrates that complaints are taken seriously, improving satisfaction and reducing the risk of escalation.