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.

5

clarify

• Trytounderstandthesituationandidentifytherootoftheproblem.Identifyingandunderstandingtherealconcernwillhelpyouresolvethecomplaint.

6

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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