In the first section we focus on the importance of responding to complaints well, briefly review what a complaint is, re-emphasize the importance of a positive attitude, and teamwork.
The second section will review the techniques for handling complaints in a professional and positive manner. It will also review the steps in addressing formal complaints.
Section 3 tells the story of a patient who calls to complain about how long it is taking to get an appointment.
Section 4 describes a complaint made by Salik, who has been waiting and now missed a meeting.
Section 5 describes a situation where a patient complains, we are not be able to handle the complaint, and must refer to Nesma'ak.