Handling customer complaints is an undesirable part of any job. But in the health care system, customer complaints can lead quickly to lawsuits. Some patients will criticize and nitpick no matter what. And most won't pursue those complaints any further than the nurses and doctors they have faulted. Remember, though, that patients are still customers, not to mention human beings who deserve respect and consideration. By taking certain steps, medical personnel can appease most patients' complaints and thus create a better reputation for their clinics or hospitals and thus decrease the chances of lawsuits.
Take appropriate action. This could be as simple as giving her an extra pillow or refilling her water, or promising to take her complaint to somebody who can give her a better answer than you can. If you can't help her yourself and must ask a higher authority, make sure you do just that. Don't let yourself forget about the problem, or hope the patient won't remember.
Listen to the patient. Regardless of the long day you've had or any past difficulties you may have had with the patient, take the time to pay attention to what she is saying. This includes asking questions to further ascertain the problem and not interrupting. Make sure to keep both your tone of voice and your overall attitude sympathetic and professional while you listen.
Make an official report. Write up a simple but sufficiently detailed description of the patient's precise complaint and what you did to handle it. Sign and date it, and let the patient read and sign it as well. This accomplishes two purposes: Assuring her that you and the hospital or doctor's office take patients seriously, while simultaneously covering your bases as a medical professional. If the patient is the difficult sort who routinely causes problems, you can refer to the report later if needed.
Act immediately or as quickly as possible. If a patient becomes upset about something, making her wait is only going to exacerbate the situation, especially if she is already stressed out or in pain from her medical situation. Of course, you probably have other patients to take care of and possibly more immediate concerns that demand your attention. So if you cannot address the problem as soon as the patient makes you aware of it, assure her that you do care about her issue and you will return as soon as you can.
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