"I received a call about six months ago from a former patient's husband who wanted to file a complaint against one of the junior nurses. He was agitated when I spoke to him and said he wanted to speak to a manager. I told him I was in charge and would happily take his call. The husband explained that the nurse he wanted to file a complaint against was rude and told him he could not be with his wife during her surgery. He was upset because he could not be with his wife to hold her hand and comfort her. I calmly explained that our hospital's protocols do not allow visitors with patients during surgery, so the nurse was following protocol. I then apologized for the nurse's rudeness and told him I would speak with her about it and give him a call back after our talk. He said he wasn't informed about the hospital's policy before the surgery. He suggested all nurses inform the family of what to expect before, during, and after surgery to avoid confusion. I thanked him for his suggestion and told him I would call him back after I spoke with the nurse. He was happy with my response, and we ended on a positive note."