Being the recipient of complaints is a common experience for healthcare workers. Complaints are often surprising for the novice caregiver who expects to be appreciated for services provided. In reality, most patients are grateful for the attention and assistance from caregivers. However, complaints, for a variety of reasons, are a frequent and regular occurrence in the healthcare arena. Whether caregivers are physicians, nurses, infection control practitioners, or support staff, few caregivers can avoid encountering the patient who complains.

Complaining is defined by Webster-l as an expression of pain, grief, or discomfort and a way to make an accusation or charge. While the definition may appear simple and straightforward, complaints from patients often are complex. A complaint may have a variety of meanings. The most significant meaning is frequently not apparent in the verbalized complaint. Furthermore, the verbalized complaint is frequently not the most significant concern of the patient.” For the caregiver to respond effectively, it is important to identify and understand the meaning behind the patient's complaint.