Quick Answer: How Do You Handle Patient Complaints?

How do you handle upset patients?

Keep your cool and don’t be manipulated by the patient’s anger.

Never get angry yourself or try to set limits by saying, “Calm down” or “Stop yelling.” As the fireworks explode, maintain eye contact with the patient and just listen.

Try to understand the event that triggered the angry outburst..

How do you handle difficult patients?

10 expert tips for dealing with difficult patientsDon’t take it personally. “Just knowing that the nastiness is not about you is a good start.” … Look for the underlying cause. … Learn to prioritize. … Show that you care. … Know your strengths & weaknesses. … Pay attention. … Stay calm. … Connect with the patient.More items…•

What is the most common complaint heard from patients?

The Most Common Patient ComplaintsYour joints ache. … You’re coughing or sneezing up a storm. … Your back’s acting up. … Your stomach’s bothering you. … You’ve come down with a respiratory infection. … Fatigue is getting you down. … You need reassurance. … You’re keeping up with a chronic condition.More items…•

What is the most common reason for patient complaints?

The most common issues complained about were ‘treatment’ (15.6%) and ‘communication’ (13.7%).

Why is dealing with complaints quickly important in healthcare?

An effective complaint-handling process creates opportunities to restore confidence in your services, increases quality as a result of feedback and prevents minor issues from escalating into bigger problems (HCC 2020).

How do you deal with a rude doctor?

Here are some tips to help your situation with a bad behaving doctor:Try to get along. The end goal is to have a better workplace, Angelis says. … Find another job. … Take control of the conversation. … Network with other nurses. … Know and use your strengths. … Say something unorthodox. … Realize even nice people get unhinged.

How do you make a patient feel special?

6 Ways to Make Your Patients Feel SpecialRemember Individual Details. … Surveys. … App. … Show Your Appreciation. … Be Attentive. … Make It Inviting.

How would you handle a patient who is unhappy with their care?

Here are some tips to help you handle difficult patients without losing your cool.Listen to the complaint and identify the problem. … Don’t lose control. … Remind the patient you expect to be treated with respect. … Empathize with the patient. … Find a solution.

What problems do patients face in hospitals?

More than one million serious medication errors occur every year in U.S. hospitals. These errors include administration of the wrong drug, drug overdoses and overlooked allergies.

What makes a patient difficult?

Primary care physicians label up to 30% of their patients as “difficult.” 4–8 These patients include those who are psychiatrically and/or medically ill; have complex social circumstances and lack support; have vague symptoms or conditions with little or no likelihood of a cure; behave in angry, manipulative, or hostile …

How do you communicate with an aggressive patient?

Dealing with an aggressive patient takes care, judgement and self-control.Remain calm, listen to what they are saying, ask open-ended questions.Reassure them and acknowledge their grievances.Provide them with an opportunity to explain what has angered them. … Maintain eye contact, but not prolonged.More items…

Why do patients get angry?

Any patient who displays anger in a hospital setting is guaranteed to attract attention. For some patients the expression of anger may actually suggest that they feel “unheard” in the medical setting. They may feel that they do not have enough information about their condition or their concerns have not been addressed.

How do NHS deal with complaints?

Complaints can be made to the organisation providing care (eg, hospital or GP surgery) or directly to the commissioning body, which will consider if it can deal with the complaint or if it’s more appropriate for the provider to respond.