Turning Complaints Into Compliments
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This resource developed by the NCAL Customer Relations Committee, is a guide to developing an effective complaint and grievance process for assisted living and other long term care facilities. The guide includes a model complaint process, tips on good listening, conflict resolution techniques, and a sample follow-up letter to residents or family.
© 2022 American Health Care Association. All rights reserved.
All Turning Complaints Into Compliments materials subject to this copyright may be photocopied or distributed for the purpose of nonprofit or educational advancement. The use, photocopying, and distribution for commercial purposes of any of these materials is expressly prohibited without the prior written permission of American Health Care Association.
NCAL Customer Relations Committee
The NCAL Customer Relations Committee aims to strengthen the public’s awareness and perception of the assisted living profession, as well as enhance the assisted living experience for potential and current residents and their loved ones. The committee identifies and develops education for consumers and other health care providers about the profession, as well as resources for assisted living providers to encourage person-centered care.
