March 30 - April 01, 2016
Thompson Toronto, Toronto, ON

Pamela Marshall RN, LLB, LLM


Executive Director of Patient Relations and Legal Affairs
The Scarborough Hospital


15:10 The Art of Responding to Complaint Letters

Learning Objectives:This session will review the various types of complaints that are received;
  • Asking questions
  • Venting
  • Seeking Clarification
  • Grieving
  • Blaming
  • Asking for $$
And provide examples of the types of letters to write in response;
  • Explanations
  • Clarifications
  • Apologizing
  • Acknowleging
  • Compassion
  • Closure


Check out the incredible speaker line-up to see who will be joining Pamela.

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