This module provides caregivers with an overview of handling complaints, whether they be from clients, family members, coworkers, or supervisors. It covers the common reasons people complain and what people tend to complain about in the healthcare setting. Aides will learn the four-step process that can be used to resolve most complaints.

• Describe the five most likely reasons people complain.
• List the top five issues complained about by healthcare clients.
• Explain the four-step process that can be used to resolve most complaints.
• Apply the same principle of handling complaints from clients to handling feedback from supervisors and coworkers.
• Use the four steps (listen, apologize, solve, thank) in your daily work when handling complaints.