You might find yourself uncomfortable with Mrs. Jones’ comments especially if you have a great deal of respect for Dr. Jackson. You might find yourself irritated or reluctant to work with Mrs. Jones. Maybe she’s very sensitive or demanding. On the other hand, Mrs. Jones’ concerns about Dr. Jackson might have been justified.

Most important, if you decide you can help Mrs. Jones, she’s laid out several ground rules for helping her most effectively. Mrs. Jones has told you that she:

Persons with neurological disabilities and their family members often complain about rehabilitation providers. Sometimes complaints are an expression of frustration about progress, life changes, and resource limitations that having little or nothing to do with the quality of care. Many times, complaints are justified and worthy of careful consideration.

A list of common complaints, based on an informal survey by the authors, is provided below. Similar complaints have been voiced about providers of medical and psychological services in other settings.

• "I waited eight weeks to get an appointment. When I finally got to her office, she kept me waiting for three hours. She complained about how many people she had to see, and then spent only thirty minutes talking to me."

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