Successful Handling of Patient Complaints Requires Effective Training of Specialists: A Description of the CODE Training Model for Patient Complaint Excellence.

Summary: When patients complain, it actually helps hospitals learn and do better. But the staff who listen to these complaints need good training to handle them well. This paper talks about a new training program called CODE. It teaches hospital workers two main things: how to use hospital systems to fix the problem, and how to talk to upset patients with kindness. By learning both how to fix things and how to care, staff can handle complaints much better and make patients feel heard.