Covid conversations

Dr Bruce Montgomery has used the human-centered approach to complaints in this role-play video.

The scenario is based on a real complaint Zoe, with the support of PALS, has written a letter of complaint regarding the treatment decisions and care of her husband, who passed away in hospital after contracting Covid-19

You may not use the same words as bruce but we hope you get a lot of useful ideas regarding the structure and skills needed to manage complaints