What are complainants seeking?

Communciation is key when dealing with complaints.
Apart from a quick response, patients usually want an explanation, and an apology when something has gone wrong (remember that an apology is not an admission of liability or guilt). Often patients also want to know:

 What happened?
 Why did it happen?
 What will be done to put things right?
 What action will be taken to resolve the matter?
 What is being done to stop this recurring?