What should you do if a family complains about care at a different facility?

Listening empathetically and referring the family to the administration is the most appropriate course of action when handling complaints about care at a different facility. This approach acknowledges the family’s concerns while ensuring that the issue is addressed by individuals who have the authority and resources to investigate and resolve such complaints appropriately.

Taking their concerns to the nurse and patient advocate can be beneficial as well, but it is important first to validate the family's feelings and direct them to a higher level of authority, which is the administration. By doing so, the family receives the necessary support and direction needed to address their concerns properly. This process respects the established protocols within the healthcare system and ensures that concerns about care are handled by those specifically designated to manage such issues.