Complaints from staff and patients tend to always have the common underlying cause - an individual has an expectation that has not been met. Expectations have a direct link to behaviour and performance outcomes and are therefore a hugely important part of our business. As a manager you have the expectations of your staff to manage as well as that of your patients – just as your team must meet your patients expectations too. Understanding expectations is key to a successful business and it is helpful for you to address them ASAP.





