At the practice where I was previously employed, all phone calls in to the front desk/billing/etc were recorded (this is legally fine so long as the message that says "if this is a medical emergency, please hang up and dial 911" also says "this call may be recorded for quality assurance purposes"). Then if a patient complained about a staff member being rude or a staff member got chewed out by a patient, the office manager could listen to the actual conversation. Thanks to this system, I fired several patients who were shockingly rude to the front office but always polite to me. It was nice to be able to tell them that I will NOT have my staff treated that way etc and be absolutely certain of what I was talking about...it wasn't just one person's word against another's.
As far as vaccines, I've found that most parents are just scared and wanting to do the right thing for their children. I am usually able to gradually get vaccines in to their kids over time as we develop a relationship. I figure taking the time with them is eventually lifesaving when I can convince them to vaccinate...but I know most doctors don't have the luxury of time. About half the families I've seen who started by saying, "We don't vaccinate" now have mostly or fully vaccinated kids. Just my two cents.
