4 Tips for Turning a Negative Into a Positive

Lately, patients have had increasing concern over the quality of healthcare. From cost cutting measures to changes in coverage, both can lead to patients feeling like they are just another number rather than a human. 

While some patients may just see it as the way things are and put up with it, others may voice their concerns by filing complaints directly to your practice, or through an online review system. You may see these complaints as legitimate, while other times it may feel like people are piling on you for no good reason. 

Either way, it’s important to handle patient complaints with grace. It is also a chance to turn a negative into a positive! In this article, we’ll give you tips for better handling patient complaints about your practice.

Turning a Negative into a Positive

Dealing with complaints is all about your mindset! Think of patient complaints as an opportunity to learn important information about your practice that can help you handle complaints with more grace. Some complaints will be frivolous, but even those complaints can sometimes reveal more important issues that may be difficult for patients to articulate. Other complaints may point out a weakness in the system that if left unaddressed, could lead to patient harm. 

Remember, even minor complaints can become the foundation for a lawsuit. So prompt and thorough attention to all complaints may mitigate the escalation of emotions and come to a resolution that can be beneficial for patients and your practice. 

Tips for Better Handling Patient Complaints

1 | Focus on High-Quality Patient Care

Even if you keep a full schedule and see many patients, it is important to focus on high-quality patient care. Truly listen to what your patient is saying and take their concerns into consideration. Involve them in the decisions about their care plan and treat them with dignity at all times. And focus on patient safety, especially during procedures or exams that involve splashes of liquid, eye dilation, or bright lights. By focusing on better patient care, you can keep mild complaints from even happening!

2 | Treat Complaints with Courtesy

Always treat every complaint with dignity, courtesy, and regard for privacy during the complaint handling process. If a patient is complaining in person, use listening posture by making eye contact to show you are listening and keeping your arms relaxed, and not folded. Don’t interrupt or argue with the patient before they are fully able to state the problem. Use statements such as “I understand your frustration” without admitting fault or placing blame. This will make you appear more open to having a productive conversation about what can be done to rectify the issue.

3 | Thank Patients and Investigate the Complaint Thoroughly

When a patient issues a complaint, thank them for bringing the problem to your attention. Obtain as much information as possible from them to facilitate investigation of the complaint and reassure the patient that attention will be given to their concern. Be sure to conduct a thorough review by interviewing any involved staff or reviewing any medical records necessary. Be sure to document everything–from the initial complaint, to your investigation, to your resolution. 

4 | Always Follow Up

Determine the resolution after conducting an investigation. And if necessary, inform the patient of the resolution by providing them information regarding steps that will be taken to rectify the issue and give them an expected timetable if warranted. 

Final Thoughts

Your mindset matters. When you treat every complaint with dignity and respect, use a listening posture, and conduct a thorough review, you can turn a negative situation into a positive one. By using this as an opportunity to learn more about your practice, you can improve patient care. 

And by focusing on high-quality patient care to start with, you may be able to keep smaller complaints from happening. Be sure to focus on patient safety. Using Rollens to protect your patients’ eyes from errant splashes during a dental cleaning, or during and after a procedure that requires eye dilation, and you can put patient safety and comfort first! Shop the largest selling wrap-a-round protective medical lens in the medical market today!