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

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