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You're facing patient complaints. How can you ensure they feel heard and valued?

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Facing patient complaints can be a challenging aspect of healthcare, but it's also an invaluable opportunity to improve service quality and patient satisfaction. When patients voice their concerns, they are not only seeking resolution but also assurance that their feedback is important. It's crucial to approach such situations with empathy and professionalism, ensuring that patients feel heard and valued. By actively listening, responding appropriately, and following through with tangible actions, you can turn a negative experience into a positive one, fostering trust and loyalty in the process.

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1 Listen Actively

When a patient comes to you with a complaint, the first and most important step is to listen actively. This means giving them your undivided attention, making eye contact, and not interrupting while they speak. It's essential to acknowledge their feelings and show that you understand the gravity of their concerns. By doing so, you validate their experience and begin to build a rapport that is crucial for effective communication. Active listening also involves asking clarifying questions to ensure that you have a complete understanding of the issue at hand.

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Frank Laux

Laux Chiropractic Clinic
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I learned a long time ago that patient care is very much like anything else. If you can make someone feel important by listening to them it's going to be a rare occurrence to be litigated against. Also remember that you don't have to defend yourself if you make a healthcare mistake. Owning up to it and recognizing that a mistake is not necessarily malpractice. I know this because I have served on a few malpractice panels. When vetting through the determination process, the major question is did the doctor follow comment and establish protocols and number two, did the doctor take the necessary and appropriate actions to correct and or alleviate the issue. I hope this helps, Frank M Laux, BS, DC.

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Vania Ni?o de Rivera

Psicoterapeuta/Coach | Entretenimiento y Bienestar
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When facing patient complaints, I would: 1. Listen Actively: Give full attention to their concerns. 2. Acknowledge Emotions: Validate their feelings with empathy. 3. Respond Quickly: Address the issue promptly. 4. Offer Solutions: Collaborate on finding a solution. 5. Follow Up: Ensure the issue is resolved to their satisfaction. 6. Learn and Improve: Use feedback to enhance my practice. This ensures patients feel respected and valued.

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2 Show Empathy

Empathy is a powerful tool in healthcare. When dealing with complaints, it's important to express genuine concern for the patient's well-being. Use language that conveys you are on their side and want to help resolve the issue. For example, phrases like "I can see why that would be frustrating," or "This must have been very upsetting for you," can go a long way in making the patient feel understood. Empathy helps to de-escalate tension and creates a more cooperative environment for finding a resolution.

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3 Provide Assurance

After listening and empathizing, it's critical to provide assurance to your patients. Let them know that their complaint is being taken seriously and that you will investigate the matter thoroughly. Explain the steps you will take to address the issue and give a realistic timeline for when they can expect a follow-up. This not only demonstrates your commitment to resolving the problem but also sets clear expectations, which is important for maintaining trust and accountability.

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4 Take Action

Taking prompt and appropriate action is essential after receiving a complaint. Review the situation thoroughly and identify the root cause to prevent future occurrences. Implementing changes or providing additional training to staff may be necessary. Inform the patient about the measures you are taking to correct the problem. This shows that you value their input and are dedicated to improving the quality of care.

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5 Follow Up

A crucial part of handling complaints is following up with the patient. After the initial discussion and implementation of solutions, reach out to them to provide updates on the changes made as a result of their feedback. This could be through a phone call, email, or in-person meeting. Following up not only shows that you are true to your word but also gives the patient a sense of closure and satisfaction that their complaint was not only heard but acted upon.

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Esmeralda Donesa-McCahan

Appointed to the Board of Nursing Advisory Group in Nursing Education at Ohio Board of Nursing ( served 2 terms)
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Honestly in my experience, when it’s time to follow up. I have to muster Courage for this task. Because each person is different. Each follow up becomes individualized. My goal is for my patient to feel valued. Letting them know that I’m reliable, was listening and paying attention. Thus establishing a trusting/professional relationship.

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6 Maintain Records

Lastly, maintaining records of patient complaints and the actions taken in response is an important practice in healthcare. Documenting these instances helps in tracking patterns, identifying areas for improvement, and ensuring compliance with healthcare standards. It also provides a reference for how similar issues have been handled in the past, which can guide future responses. Proper record-keeping demonstrates a systematic approach to patient feedback and contributes to continuous quality improvement.

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Esmeralda Donesa-McCahan

Appointed to the Board of Nursing Advisory Group in Nursing Education at Ohio Board of Nursing ( served 2 terms)
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No Doubt. Documentation improves communication, traceability, accountability and transparency. It creates a trail to help meet patients quality of care, compliance with healthcare standards, get feedbacks for improvements/changes. Life is ever changing.

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You're facing patient complaints. How can you ensure they feel heard and valued?

1

2

3

4

5

6

1 Listen Actively

2 Show Empathy

3 Provide Assurance

4 Take Action

5 Follow Up

6 Maintain Records

Healthcare

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You're facing patient complaints. How can you ensure they feel heard and valued?

1

2

3

4

5

6

1 Listen Actively

2 Show Empathy

3 Provide Assurance

4 Take Action

5 Follow Up

6 Maintain Records

Healthcare

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感谢您的反馈

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