How to Deal with Patient Complaints? 5 Evidence-Based Steps

Last Updated On: August 8, 2024

Patient complaints are inevitable. If dealt with properly, they can make a big difference in your reputation, quality of care, and patient retention.

Unfortunately, research shows that healthcare professionals often find patient complaints extremely upsetting, feel unsupported in dealing with them, and are fearful of the consequences. 

If you feel the same way, you’re at the right place. Let’s discuss how to deal with patient complaints according to scientifically proven best practices.

5 Patient Complaints Management Steps to Take

Take these five evidence-backed steps to handle patient complaints effectively:

1. Take a proactive approach 

2. Receive the complaint with care 

3. Respond to the complaint 

4. Document every step 

5. Take corrective action

Here are more details.

Take a Proactive Approach

Research shows that patients are more inclined to share their experiences when they feel welcomed and encouraged to do so, particularly if the encouragement comes from the care provider. 

The simplest way to do this is by asking patients for feedback. Instead of waiting for patients to express their grievances, you want to be proactive and welcoming of their feedback.

You can do this by: 

• Incorporating regular feedback mechanisms at various points in the patient’s journey (during check-in, at checkout, and after appointments). 
• Using multiple formats such as patient complaint questionnaires, verbal inquiries, email surveys, SMS prompts, or physical suggestion boxes. 
• Encouraging receptionists, wait staff, and patient attendants to be approachable and responsive.
• Directly asking patients about their satisfaction with questions like, “Were you satisfied with your visit today?” or “Are you happy with the service?” 

Receive the Complaint With Care

Active listening and reception are essential when dealing with patient complaints. Unfortunately, 78% of patient complaints involve an element of staff insensitivity and communication breakdown. 

To avoid that, take the following steps when a patient complains:

• Maintain a calm demeanor. Ensure your tone is professional and friendly, and avoid getting defensive. 
• If the complainant is visibly angry or frustrated, suggest moving to a private location to discuss their concerns. For example, you can say, “How about I listen to your concerns in X room?” to show you’re attentive and to avoid public disruption.
• Give the patient time and space to explain their concerns. Be an active listener and do not interrupt. Ask clarifying questions to ensure you properly understand the issue. 
• Express gratitude for their input. Say something like, “Thank you for sharing your concerns. I understand how this situation could be frustrating, and we will ensure we solve your problem promptly.”
• Clearly outline the steps that will be taken to address their feedback. This may include immediate actions or long-term changes in practice procedures.

Respond to the Complaint

Receiving a patient’s complaint with empathy and understanding is a good start. The next step is knowing how to respond. 

Here are two ways you can respond based on the nature of the complaint:

When You’ve Made a Mistake

If the complaint arises from an error on your part—such as billing issues, practitioner delays, scheduling mistakes, or missed reports—respond with transparency and accountability. Here are some considerations:

• Acknowledge the mistake—84% of patients in a study said the most important thing a doctor can do is admit a mistake when it has occurred. If your practice has made a mistake, take full responsibility openly and express genuine regret for any inconvenience caused.
• Provide an explanation—Multiple studies report that patients expect full disclosure of all harmful errors and want information about how and why the error happened. To the extent possible, inform patients about the circumstances leading to your mistake and the steps you’ll take to avoid future recurrences. 
• Offer a sincere apology—41% of patients in a study said that a sincere apology from the doctor is very important to them. Respond to the patient’s complaint by expressing genuine remorse and offering an apology.
• Follow up—If the resolution to the complaint is not immediately clear, inform the patient that you need some time to investigate. Give them a reasonable date and ensure you get back to them with an update.

When Responsibility Is Unclear

If it’s unclear who bears responsibility for the issue or you’re sure the complaint is without merit, take the following steps: 

• Apologize without admitting fault—Offer a courteous apology without admitting liability. For example, “I’m sorry your appointment felt rushed. Can you provide additional details so I can address your concerns with the practitioner?”
• Avoid dismissive language—Ensure that your response is respectful and does not belittle the patient’s experience, as this could increase their frustration.

Document Every Step

Make sure that your staff is trained to document all complaints and patient interactions, no matter how small. 

Once you’ve received a patient complaint, take the following steps: 

• Gather all relevant details about the complaint. Maintain these records separately from the patient’s treatment records. 
• If a patient complains about a nurse or doctor specifically, make sure to notify the staff members involved and gather their input as necessary. This might include conducting interviews or reviewing staff performance. 
• Use the documentation to investigate the complaint and identify any issues or patterns. Take note of important timelines and events, involved parties, and procedural adherence. This is especially relevant when dealing with patient complaints about a procedure. 

Having proper documentation is important in case you receive a similar complaint later or need to prove yourself under litigation.

Take Corrective Action

After addressing the immediate concerns of the complaint, implement corrective actions to ensure such incidents do not occur again. Take these steps: 

• Review the complaint and related documentation to identify root causes, behaviors, or system failures that contributed to the problem.
• Based on your analysis, make necessary adjustments to improve your practice. This could include revising your patient complaint and grievances policy, enhancing staff training, or even ensuring you’re using genuine medical supplies (such as authentic fillers).
• Use follow-up surveys or complaint questionnaires to gain feedback from patients and identify whether the changes have been successful. 
• If appropriate, reach out to the patient who complained and inform them of the corrective actions taken. Take a moment to thank them for their suggestions and rebuild their trust in your practice.

How to Deal with Problematic or Rude Patients?

Every once in a while, there will come a livid patient shouting at you or your staff. How do you deal with them? Here are some considerations:

• Identify the cause of the issue—Often, patients exhibit anger or frustration because they are stressed, unwell, or have just undergone a negative healthcare experience. Understanding the underlying reason for rude behavior is the first step to responding to these patients appropriately.
• Account for external factors—Recognize and empathize with external factors related to long wait times, billing issues, or inadequate facilities. A simple acknowledgment like, “I’m sorry for the long wait,” can help ease patient distress in such situations. 
• Be an active listener—Allow the patient to express their concerns fully without interruption. Use reflective listening and ask clarifying questions like “Have I understood XYZ fully?”
• Alter your care—For patients who may be disabled or require special care, consider adjusting your care approach. Small changes can significantly improve their experience and may alleviate their frustration. 
• Remain calm and non-defensive—Keep a neutral tone and open body language. Acknowledge the patient’s feelings with statements like, “I can see that you are very upset,” instead of demanding they behave a certain way. 
• Prevent escalation—If the patient becomes confrontational, stay composed and avoid engaging in arguments. Ask a fellow doctor or a colleague to step in and excuse yourself if the situation becomes too much to handle. 

You also want to prioritize your and your staff’s safety. In case the patient responds with violent behavior, prioritize safety by staying calm, keeping a safe distance, and positioning yourself between the patient and an exit. Seek help if you feel unsafe or leave the room if necessary.

References

1. Suffering in Silence Listening to Consumer Experiences of the Health and Social Care Complaints System EXECUTIVE SUMMARY. Accessed August 8, 2024. https://www.healthwatch.co.uk/sites/healthwatch.co.uk/files/final_complaints_large_print.pdf
2. Cowan J, Anthony S. Problems with complaint handling: expectations and outcomes. Clinical Governance: An International Journal. 2008;13(2):164-168. doi:https://doi.org/10.1108/14777270810867366
3. Bark P, Vincent C, Jones A, Savory J. Clinical complaints: a means of improving quality of care. Quality and Safety in Health Care. 1994;3(3):123-132. doi:https://doi.org/10.1136/qshc.3.3.123
4. Cave J, Dacre J. Dealing with complaints. BMJ. 2008;336(7639):326-328. doi:https://doi.org/10.1136/bmj.39455.639340.ad
5. Gallagher TH. Patients’ and Physicians’ Attitudes Regarding the Disclosure of Medical Errors. JAMA. 2003;289(8):1001. doi:https://doi.org/10.1001/jama.289.8.1001