Responding with Empathy

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This document provides guidance for responding to negative feedback posted online about a healthcare organization. It recommends apologizing and demonstrating empathy by acknowledging the feelings and perspective of the person who posted. Responses should ask for more information, explain processes, and suggest independent organizations to contact rather than attempting to justify actions or discuss specific cases. The response should stand up to scrutiny if seen out of context and make the recipient feel heard.

Alastair Sutherland PALS Team Leader Leeds Partnerships NHS Foundation Trust

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