"Excellent response to poor feedback"

Amazing response from King's maternity unit in response to an informal raising of concerns (not a formal complaint, but a disappointed and frustrated patient and family) when things where not of a standard that one would expect. Telephone conversation with senior staff member who apologised, answered specific questions and highlighted specific remedies and training that would be put in place. A note to all, this is how one handles concerns/complaints. It is not that people expect perfection, but a human apology and to learn from mistakes has worked for me and in my experience works for most. It is rarely done well, and more rare to be done this well. 6 stars.