Whether the feedback is about you personally, or a service you’re responsible for, it can prompt an emotional response. Health and social care organisations have well established complaints and feedback processes to try to be objective about what may have gone wrong and what needs to be done to resolve it.
However, in doing so, it is important to remember that although organisations can minimise the emotion in an investigation and response, this remains for the complainant. It’s important to acknowledge the feelings of the person who has taken time to provide feedback and understand this in how your respond.
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