Complaints are becoming an everyday part of medical practice, a huge change from 30 or 40 years ago. As caring entities we are often adversly affected by complaints as the caring energy we have expanded is often turned into a negative experience. In this blog we can look at how complaints can be prevented, effectively dealt with and turned into a learning experience.
Firstly it is important to recognise that some complaints have little substance in reality and are often made by those who are angry, or indeed guilty about some external factor. Such complaints need to be dealt with firmly and professionally, at which point they will usually go away.
Preventing complaints works but it entails ensuring a high level of accessibility, good timekeeeeping, attention to continuity of care where that is important, high level of patient-centered consulting skills including the patient’s level of satisfaction and recording that, and a smooth billing and follow up process. Difficulty in finding an appointment, having to see another physician, being kept waiting and then enduring a doctor centered consultation all prime the patient to complain.
Formal complaints against doctors or staff are often preceeded by informal comments about the work or attitudes of employees. These need to be taken seriously and the problems addressed. Evidence exists that addressing these problems rather than colluding decreases the number of formal complaints.
It is important to have a protocol to deal with complaints. A letter of acceptance of the complaint and an apology should be sent by a senior manager or Medical Director within 24 hours setting out the future handling of the complaint, when any investigation will be completed and the fact that action may be taken to prevent its recurrence. Incident reports from those concerned need to be filled within 24 hours and medical records, where appropriate, visualised. Corresondence with the patient should always be professional and where there is any possibility of litigation, malpractice insurers should be informmed at the outset.
Complaints can be used as a positive educational experience for all levels of staff and a culture of blame should be strongly avoided.Finally those who are complained against need to be appropraitely supported by employers.