- May 19, 2026 | 2:15 PM - 3:15 PM
- Union B
Session # 27 - Turning Complaints into Catalysts: Safer Care, Streamlined Resolution, Resilient Trust
Patient complaints are often viewed as liabilities, but what if they were treated as powerful tools for risk reduction and quality improvement? The presenters will demonstrate how reframing complaints as leading indicators of safety risks can transform organizational culture and drive measurable improvements. Attendees will learn a standardized complaint resolution framework with clear accountability and defined timelines to ensure compliance, consistency, and reduced liability exposure. Finally, we’ll explore evidence-based communication strategies that empower staff to “close the loop” effectively, restoring trust and strengthening patient relationships. Through real-world data and case examples, participants will leave equipped with actionable steps to turn complaints into catalysts for safer care, operational efficiency, and resilient trust.
