Whilst it is uncommon, there are occasions when a person's account of an experience does not quite ring true or when staff have a different perspective on what happened.
We believe it can be appropriate to very gently question, but not allege, that there may be another side to the story being shared, as long as the response is written with compassion and sensitivity.
Here are some examples of how responding staff have tackled this tricky and sensitive area of responding to feedback.
Lack of care/insight from Doctor (Crit 2)
Confusing for visitors, no communication and parking nightmare (Crit 2)
EKG results (Crit 3)
Patient mix-up (Crit 4)
My parent's treatment and untimely death (Crit 5)