i just gonna say what go o gle told me: Let the patient know that the complaint is being taken seriously and suggest solutions. Explain that it will be reviewed and discussed among the management. Inform the patient that you will follow up with them after the grievance has been thoroughly investigated.
First try to listen and understand the patient's complains and assure them that the management or upper authority would handle it accordingly.
Hence, try to listen, understand and give assurance to the patients.
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