"Is 'moan' the right word?"

Glancing through the comments section I noticed the use of the term 'moan' to invite responses from patients who are unhappy with a service etc.

I think that this term trivialises people's comments, particularly when an experience has been embarrassing or distressing (e.g. the comments about mixed sex wards, or being left on a trolley).

Complaints should be taken seriously. It can be hard to complain about treatment and people should be supported to do that if they need to. So why not call them something else?...

'Not happy with..' perhaps? Or 'Room for improvement'...