Responding to Complaints and Concerns: A Letter Writing Guide for Healthcare Providers and Administrators

Service: Risk Management
Subject: Care
Setting: Complaints Management
Type: Risk Resource Guides

This resource is only available in PDF. To download, select the icon from the top right-hand corner of this page.

HIROC is committed to providing accessible content. If you require this material in an alternative format, please contact us at [email protected]. For more information, please visit our AODA page.

letter writing guide cover

In this guide, you'll find: 

  • Foreword from HIROC
  • Introduction
  • When things go wrong
  • Why individuals complain
  • Four easy steps to putting things right when a complaint is received
  • The complaint response letter layout
  • Keep these tips in mind
  • Sample statements for the complaint/concern response letter
  • Writing the complaint/concern response letter
  • Writing the complaint/concern response letter to a challenging individual
  • Final thoughts
  • Additional Resources

Download a copy of the complete guide by selecting the PDF icon near the breadcrumb above. 

Date last reviewed:
This is a resource for quality assurance and risk management purposes only, and is not intended to provide or replace legal or medical advice or reflect standards of care and/or standards of practice of a regulatory body. The information contained in this resource was deemed accurate at the time of publication, however, practices may change without notice.