When A Patient Complains What Should You Do?

What is the complaint procedure?

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

ALT’s responsibility will be to: …

deal reasonably and sensitively with the complaint; take action where appropriate..

How do you communicate with an angry patient?

7 Tips for Handling an Angry PatientInvest some time. Sometimes a patient’s anger is really a cry for help or attention. … Dial up the empathy. When patients become belligerent, it can be hard to stay calm. … Keep your cool. … Mind your body language. … Physically protect yourself. … Legally protect yourself. … Try to end the conversation on a positive note.

How do nurses deal with patient complaints?

Tips on complaintsDeal with all complaints as close to the point of care as possible.Always listen to or read the issues carefully to ensure the complainant’s real concerns are being explored – not what you perceive them to be.Manage the response to complaints in a timely manner and ensure the complainant is satisfied.More items…•

What is the most common complaint heard from patients?

Common Patient ComplaintsScheduling difficulties. … Disagreements with staff. … Feeling unheard. … Not getting enough time with the doctor. … Waiting too long. … Confusion with insurance and billing.

What is Duty of Care Health and Social?

Your duty of care means that you must aim to provide high quality care to the best of your ability and say if there are any reasons why you may be unable to do so. When professionals act within a duty of care they must do what a reasonable person, with their training and background, can be expected to do.

What are the six steps for dealing with customer complaints?

The 6 step guide to handling customer complaints:Listen. The customer is concerned and they want to express it. … Empathise. Put yourself in the customer’s shoes. … Thank the customer for the opportunity. … Solve the problem. … Deliver on your promise. … Follow up.

How do you deal with comments and complaints in healthcare?

How to deal with comments and complaintsArrange to talk in private.Make sure the individual knows that you may need to pass on information if there is a risk to the safety of themselves or others.Listen calmly and actively, assuring them that you are taking them seriously.Do not judge or become emotional.More items…•

How do you handle a difficult patient?

7 Tips for Handling Difficult PatientsDon’t Get Defensive. … Watch Your Body Language. … Let Them Tell Their Story and Listen Quietly. … Acknowledge the Situation. … Set Boundaries. … Administer Patient Satisfaction Surveys. … Be Proactive.

What should a complaints procedure include?

Your procedure could include the following steps.1 – Listen to the complaint. Thank the customer for bringing the matter to your attention. … 2 – Record details of the complaint. … 3 – Get all the facts. … 4 – Discuss options for fixing the problem. … 5 – Act quickly. … 6 – Keep your promises. … 7 – Follow up.

What are the main points of the complaints procedure?

The main points of agreed procedures for handling complaints are:treat all complaints positively and seriously.make it as easy as possible for individuals to complain.if necessary, provide support for an individual to make a complaint.handle complaints quickly and effectively.keep the complainant informed and involved.More items…

What is the difference between a comment and a complaint?

This policy uses the following definitions: – a complaint is an expression of dissatisfaction about a standard of service. – a compliment is an expression of praise concerning a service received. – a comment is a suggestion for how a service can be improved.

Why is it important to learn from comments and complaints?

4.1 The extensive nature of views expressed in feedback, comments and concerns provides a wealth of management information that can be used to inform service improvement, share good practice, increase patient safety and in turn reduce in the number of complaints.

How do you handle a patient complaint?

6 Steps for Dealing with Patient ComplaintsListen. As simple as it sounds, it is your first step in dealing with the complaint effectively. … Repeat. Summarize what the customer said so they know you were listening.Apologize. I am often amazed by how powerful this one word is. … Acknowledge. … Explain. … Thank the customer.

What is the most common reason for patient complaints?

The most common issues complained about were ‘treatment’ (15.6%) and ‘communication’ (13.7%). To develop a patient complaint coding taxonomy, the subcategories were thematically grouped into seven categories, and then three conceptually distinct domains.

How can patient complaints be reduced?

An Ounce of PreventionKnow your patients’ needs. “ Take time to learn about your patients,” said Ms. … Explain why you’re behind schedule. … Help patients pass the time. … Know which of your patients won’t tolerate delays. … Impart empathy. … Establish protocols. “ … Rely on your staff. … Understand the patient’s bottom line. “More items…•