Читать книгу The Nursing Associate's Handbook of Clinical Skills - Группа авторов - Страница 244

Despite attempting to maintain open, honest and effective communication, complaints can and do occur. Many complaints are associated with poor communications. Complaints can vary in severity from displeasure about the cleanliness of toilets to allegations of professional misconduct. If complaints do occur, they are dealt with (when appropriate) at a local level adhering to local policy. The NHS complaints procedure can be used to help arrive at a satisfactory explanation of the cause of the complaint. The overall aim is to address the complaint speedily and efficiently, courteously and considerately. The nursing associate should always seek advice when a complaint has been made, as it can be a complex process for all concerned.

Compliments are also received by the nursing associate from patients and families. If gifts are given, the principle is not that the nurse must never receive gifts or favours; they should never be understood as being given by the patient to the nursing associate in return for preferential treatment.