title: When your patient complains.
abstract: A caregiver's attitude and mood sets the tone for the interpersonal environment in which patients and caregivers relate. Caregivers should role model a positive attitude. When complaints are expressed, the caregiver should listen and make careful note not only of the content of what is expressed but the feelings behind the message. The caregiver should assess the meaning behind the complaint in order to be able to appropriately receive, investigate, and respond to complaints. It is the wise caregiver who accepts that complaints are an inevitable part of the care setting and works to develop expertise in ways of handling this human patient reaction.
authors.affiliation: Department of Nursing, Bethel College, Mishawaka, IN.
authors.forename: R
authors.initials: R
authors.lastname: Davidhizar
authors.forename: A
authors.initials: A
authors.lastname: Vance
mesh_terms: D000223:Adaptation, Psychological; D001290:Attitude; D017028:Caregivers / Q000523:psychology; D006801:Humans; D010349:Patient Compliance; D017060:Patient Satisfaction; D011369:Professional-Patient Relations