Do you dread complaints? If so, you're not alone. Skills like validation and critical thinking help staff successfully accept and resolve even the most challenging of issues. This presentation will help staff evaluate their approach to handling complaints, and empower them to take charge of this sometimes tricky aspect of providing care in the PA/LTC setting, and document defensible entries in the medical record.
Use critical thinking and listening as essential skills to manage complaints.
Discuss how to validate perceptions.
Use strategies to handle verbal attacks.
Document relevant information in the medical record.