In complaints management, it’s rarely just what happened – it’s how it was experienced.
- Perception = how the patient or family felt.
- Reality = the documented facts.
Many NHS and private patient complaints aren’t about outcomes – they’re about communication, empathy, and feeling heard.
For the complainant, perception is their reality.
Bridging the gap requires:
- Active listening
- Clear explanations
- Genuine empathy
Because resolving complaints isn’t about proving what happened – it’s about acknowledging how it felt