Do you ever have to manage a complaint? Perhaps a patient complaint?

It can be tough to hear a complaint. Emotions can run high. And then the ability to listen and respond can fade.

It helps to have a shorthand to guide the response.

Customer service literature provides one that often works well: LAST, for Listen, Apologize, Solve, and Thank.

• Listen first, not interrupting; this takes time.
• Apologize for unmet expectations.
• Solve the problem or situation as best possible.
• Thank the patient for expressing concerns and providing a chance to improve.

This article gets at the basic idea (while adding one or two additional items): Steinman, HK. A Method for Working with Displeased Patients—Blast. J Clin Aesthet Dermatol. 2013 Mar;6(3):25–28. https://pmc.ncbi.nlm.nih.gov/articles/PMC3613270/.