I found it quite remarkable that the report's conclusions paralleled my own experience of complaints and complainants in the health area.
Complainants have a variety of objectives in making their grievances known.
In my experience it is rare for a complainant to be motivated by prejudice or malice. Some complainants may be very cantankerous, and there are those whose complaints are made out of feelings of grief or guilt. This does not mean that their complaints are not justified, but it can mean that it may be very difficult to satisfy them. A simple apology can be a very important object for complainants. Apologies can be given without an admission of blame or liability in relation to the substance of the complaint.