You are the general manager of Whitetown Hospital, a 80-bed health service facility in a small rural town. Your personal assistant has just drawn your attention to a letter of complaint which arrived...

You are the general manager of Whitetown Hospital, a 80-bed health service facility in a small rural town. Your personal assistant has just drawn your attention to a letter of complaint which arrived four weeks ago, whilst she was on annual leave. The person relieving her has date stamped the letter and left it for the personal assistant to attend to as she did not know what to do with it. As Whitetown Hospital is a small facility, you are the sole staff member responsible for managing complaints - there is no Quality Manager or Clinical Governance division - and therefore all processes involved in complaints management are your responsibility.
Read the letter of complaint from the Dimitri family

Section A (~ 600 words – At least 10 reference- Harvard style- No in text referencing)
Design a position statement for Whitetown Hospital which describes how complaint management contributes to the overall safety and quality of the health service based on contemporary complaints management literature. This position statement will be accessible on the Whitetown Hospital website for both staff and the community to view, and should include a description of the process and options available to the community to make a complaint.
Given this information for the community as well as for staff, include at the end of this section 'This position statement was prepared using the following resources:' and list all resources accessed rather than include multiple citations which the community may be unfamiliar with.