Tips for Handling Patient Complaints
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Transcript of Tips for Handling Patient Complaints
What every physician
needs to knoW: tips for handling patient
complaints
1 embrace the opportunity
• Formedicalpractices,apatient’scomplaintisanopportunitytounderstandthepatient’sexperience.Usetheinformationtoimprovethepracticeandthepatient-physicianrelationship.
2 be proactive
• Waystomanageorreducecomplaintsinclude:creatingproceduresonhowcomplaintsarehandled;trackingcomplaintsandoutcomes;andinitiatingcommunicationskillstrainingforstaffandphysicians.
3 location
• Findtherightplacetodiscussthecomplaintwiththepatient.Anofficeorexamroomisbetterthanthewaitingroomorcheck-outarea.
listen 4• Useactivelisteningskillsandputawayanydistractionssuchasaphone,patientchart,orcomputer.Bemindfulofnonverbalcommunication,suchasfacialexpressions,gestures,andposture.Letthepatientsharehisorhercomplaintwithoutinterruption.
empathize5• Showingempathydoesnotmeanthatyouagreewiththepatient’scomplaint;agreetothepatient’stermsofresolution;oradmitguiltorwrongdoing.Offeringstatementsofempathy(suchas,“Iunderstandthatthisisimportanttoyou”)reinforcesthatyouarehearingandacknowledgingthepatient’sconcerns.
empathize
• Oncethepatientperceivesheorsheisunderstoodthenemotionswilllikelysettle.Thisallowsyoutobetternegotiateareasonablesolution.Bemindfuloftonewhenofferingstatementsofempathysoyoudon’tcomeacrossassarcasticorcondescending.
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clarify
• Trytounderstandthesituationandidentifytherootoftheproblem.Identifyingandunderstandingtherealconcernwillhelpyouresolvethecomplaint.
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6• Askclarifyingquestions,suchas“Wouldyoutellmemoreaboutthat?”Tohelpacknowledgeyourunderstandingofthepatient’scomplaint,reflectorre-statethecomplaintbacktothepatientwiththestatement,“WhatIamhearingyousayis...”
clarify
6• Suggestsolutionsthatyouorastaffmembercanattain.Askthepatienttoapprovethesolution:“Isthatokaywithyou?”Iftimeisneededtoresolvethecomplaint,askifyoucanfollowupinasetnumberofdaysorweeks.
clarify
7• Thankthepatientfornotifyingyouoftheconcern.Remindthepatientthathisorhersatisfactionisimportantandreiterateyourintentiontoresolveanyissues.
appreciate
7• Keepinmindthatifoneofyourpatientshasacomplaint,theremaybeothersexperiencingthesameissueswhohavenotcomeforward.Yourpatientisactuallydoingyouafavorinhelpingtosolveproblemsthatmayaffectotherpatients.
appreciate
8• Afterdiscussingthecomplaint,summarizetheconversationandanyagreeduponresolutions.Recordtheinformationinacomplainttrackingsystem.
document
9• Trackingcomplaintscanhelpidentifypatternsthatmaystemfromthesamephysician,employee,situation,timeofday,ordayofweek.
track
9• Ongoingreviewofcomplaintsshouldbeastandardprocess.Havingaprocessinplacecanreassurepatientsthatthephysicianandmedicalpracticearecommittedtoaddressingconcerns.
track
10• Attimes,successfulresolutionofacomplaintmaynotoccur.Whenaphysicianisfacedwiththissituationandthepatientcontinuestocomplain,thephysicianmaychoosetodissolvethepatient-physicianrelationship.
continued complaints
10• Whenpatientsareabusiveorthreatening,itisappropriatetodismissthemfromthepractice.Physicianswillwanttofollowappropriatestepswhenplanningtoterminatethephysician-patientrelationship.(Clicktoread,“WhatEveryPhysicianNeedstoKnow:TerminatingthePhysician-PatientRelationship)
continued complaints
protection for a neW era of
medicineabout tmlt:Withmorethan19,000healthcareprofessinalsinitscare,TexasMedicalLiabilityTrust(TMLT)providesmalpracticeinsuranceandrelatedproductstophysicians.Ourpurposeistomakeapositiveimpactonthequalityofhealthcareforpatientsbyeducating,protecting,anddefendingphysicians.www.tmlt.org
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