Approach to complaints

It is a difficult situation but almost unavoidable. We need an approach on how to deal with it at the exam and in real life.

We can essentially divide process of handling complaints into three steps:

First step: acknowledge injured feelings and investigate the complaint
Second step: explore options and consequences
Third step: resolving the issues 

First step: acknowledge injured feelings and investigate the complaint

• usually the clinic has a protocol in place to deal with complaints (e.g. third party involvement)
• It is important to take the complaint seriously and to give patient sufficient time to ventilate his/her concerns. 
• Remain calm
• Thank the patient for coming to discuss the issue, and acknowledge that the situation has caused her worry and concern. Demonstrate active listening by posture and verbal responses, and convey that you have understood by repeating, paraphrasing, clarifying and open ended inquiry.
• Make sure at the end of the consultation that the person receives a clear message that you are taking issue seriously and you will investigate. 

Second step: explore options and consequences

• Gather the facts: review notes, copies of reports etc. 
• If it is necessary, may need to contact MDO
• Arrange a meeting to explore what the patient wants
• provide the patient with the information you gather 
• Keeps patients informed about the investigation progress

Third step: resolving the issues 

• Clarify what will happen next 
• provide summary of what has happened so far
• explain if any changes or improvement will happen
• reach an agreement

References:
1. Check program: challenging consultations
2. Dealing with complaints by Avant