Whose side are you on?

Helen Salisbury
2020 The BMJ (British Medical Journal)  
Every week in our clinical meeting we discuss any complaints or compliments received at the practice and consider what we could do better. There is often a mismatch between our own perceptions of what went well and those of patients; sometimes the most effusive praise and angriest complaints are equally surprising, arising from what seem to be unremarkable encounters or events.
doi:10.1136/bmj.m2821 pmid:32665260 fatcat:srvimzqd65aidjvzfk3oruj24a