Managing Patient Complaints to Optimize Outcomes

You strive to provide quality care and good customer service to your patients. But inevitably, you will have a patient or patient’s family member that is not satisfied with the care you (or your staff) provided.

You can prevent many patient complaints by being proactive in soliciting your patient’s opinions regarding your practice. Ask patients how you and your staff are doing and what you can do better. This can be achieved by asking them directly during the visit or by sending surveys. By listening to your patients, evaluating your office practices, and taking steps to improve your patients’ care and experience, you will have fewer complaints and more satisfied patients.

What To Do When You Receive a Patient Compliant
Even with proactive efforts, you can still receive a complaint. What should you do when a patient complains? Here are a few tips to resolve patient complaints and restore a healthy doctor-patient relationship.

• Listen to the patient. Let the patient voice their concerns without interrupting, and listen attentively. Pay attention to your body language – don’t roll your eyes, huff, or act like you are in a hurry. Maintain eye contact with the patient and maintain a calm demeanor.
• Respond to the patient. Maintain your composure and speak calmly. Ensure that you understand what the patient is saying. This can be done by restating the patient’s concerns and asking the patient if you understood correctly. Don’t take the patient’s complaints personally. Ask questions so that you fully understand the issue. Take into consideration other contributing factors such as the patient’s pain level, financial stress, or personal issues at home.
• Empathize with the patient and offer a solution. Let the patient know that you have heard their concern and want to resolve the issue. Discuss potential solutions with the patient and staff. Once a solution has been identified, explain to the patient what you are going to do to resolve the issue. If an immediate solution isn’t possible, let the patient know you will follow up with them within a specific time frame, and follow-up as promised.
• Show appreciation to the patient. Thank the patient for bringing their concerns to your attention and let the patient know you appreciate their feedback, and that patient satisfaction is a top priority for your practice.

Patient complaints may be uncomfortable, but they can provide valuable learning opportunities and identify areas for improvement in your practice. By managing complaints effectively, you show your patients you value them, which is an essential element of patient trust and satisfaction.

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