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Turning Complaints Into Compliments


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.

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.

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