How to Deal with Complaints in Healthcare

15m of CPD
Complaints are an integral part of ensuring quality healthcare provision. Knowing how to deal with complaints is crucial for professional growth, but handling the complaints of patients or their visitors can often be complicated and difficult to navigate. This article addresses the best way to manage common complaints in healthcare settings. A common complaint is one that can be mitigated at a local level (i.e. the unit).

What's included in this resource?

  • CPDTime.
    15m of CPD
  • Article
  • 1 Video
  • 3 Assessment Questions
  • References
  • External Resources

What is this article about?

Complaints are to be expected in all healthcare settings. It is not whether you receive complaints but how you handle them that reflects your practice. Know that there are ample support and resources available to you in the event of receiving a complaint.


Test Your Knowledge

  • 3 Assessment Questions

Further Learning

  • Additional Resources
  • References

Document and reflect on your learning

  • CPDTime.
    15m of CPD

Meet the educators

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Editorial Team
Ausmed’s editorial team is committed to providing high-quality, well-researched and reputable education to our users, free of any commercial bias or conflict of interest. All education produced by Ausmed is developed in consultation with healthcare professionals and undergoes a rigorous review process to ensure the relevancy of all healthcare information and updates to changes in practice. If you have identified an issue with the education offered by Ausmed or wish to submit feedback to Ausmed's editorial team, please email with your concerns.
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Christine Suter
Christine (RN, BN, MPHC) is an RN with 40 years experience, traversing the profession as an AIN, EN, RN, RM N.ED. to DON. She is currently in transition-to-retirement and working as a casual RN on the floor in a small rural hospital with an aged care facility attached. Her interests are aged care and particularly nurses; their working relationships, team dynamics and how nurse leaders and managers deal with the day to day complexities of leading and managing.
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What do others think?

779 reviews by Ausmed Learners
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Shakuntala Harvey
30 May 2023
Very informative
04 Oct 2023
Personal Care Assistant (PCA)
It's very good. Giving us ideas how to handle a complaint.
20 Jun 2022
Other Profession
very educational and interesting
02 Jan 2022
Effective Resources.
Kristen Simpson
16 Dec 2020
Excellent - well written and easy to understand. Clearly set out and made sense.
Karina Treston
29 Nov 2023
Easy to comprehend
Janaka subedi
31 Jan 2021
Enhanced my exisiting knowledge.
Shipei Zhu
24 Apr 2022
Registered Nurse
good resource.
Rachel Delahenty
07 Sep 2019
Very helpful
Kathryn Hoswell
11 Jan 2023
A useful resource to assert staff to deal with complaints effectively
4.4 / 5
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