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Complaints

Reflecting on the communication process in health care. Part 2: the management of complaints

Receiving a complaint is a challenge and could be construed not as a negative, but as a positive, if it has prompted reflection on the issue of concern, and enabled the nurse to evaluate the...

Reflecting on the communication process in health care. Part 1: clinical practice—breaking bad news

Reflection is a highly beneficial tool (Oelofsen, 2012), one that has played a key role in the author's ongoing examination of her practice. In this context, reflection enables a personal insight into...

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