This happened to me within the past six months with a patient’s son, and I immediately apologized to the concerned family member. Even though I had done nothing wrong, I still felt it was necessary to validate the person’s feelings and let him know I was taking his feedback seriously. After listening carefully to his feedback, I assured him that top-quality care is always my priority, and empathized with the fact that he wanted his loved one to be well looked after. This conversation resulted in the family member admitting that he had misinterpreted things and saying he felt at ease about me caring for the patient.
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