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Hogg, R., Hanley, J., & Smith, P. (2018). Learning lessons from the analysis of patient complaints relating to staff attitudes, behaviour and communication, using the concept of emotional labour. Journal of Clinical Nursing, 27(5-6), e1004-e1012. https://doi.org/10.1111/jocn.14121
Objectives: This paper explores the content of letters of complaint by patients and carers about the behaviour, attitudes and communication of healthcare staff.