Dealing with complaints is becoming a necessary and increasing part of everyday life. To minimize the stress that they cause requires a constructive systematic approach, This paper describes the feelings of clinicians when faced with a complaint, puts complaints into context, and recommends how to deal with them and prevent them, highlighting suggestions for good practice. © 2003 Published by Elsevier Ltd.
Scott, D. J. (2003). Understanding and coping with complaints: A clinician’s view. Current Paediatrics. Churchill Livingstone. https://doi.org/10.1016/S0957-5839(03)00059-9