Keeping patients happy and healthy is the most critical function of any medical
office. Interacting with and helping others can be a rewarding experience as well as a very challenging one. Not all patients come
through the door willing to cooperate with everything you ask, and it can be tempting to view everyone who comes in as a complaint
waiting to happen. Although it's frustrating when you can't control what the person is unhappy about — and many times you can't —
there are several strategies you can employ to respond to complaints with professionalism when they do
It is important to remember that people are not only your patients; they
are also your customer. If you're not careful, a simple complaint can escalate into a big problem, and could even cost your
organization money in the form of a lawsuit or lost business.
Does every associate in your medical office know how to handle these
- The waiting room is full of crying babies, coughing and sneezing patients. You keep hearing the phrases: "I've been waiting for half an hour," "I was here before that person you just called in," "I couldn't find a place to park" or "It's too hot/cold in here."
- An anxious parent is insisting on viewing their teenager's medical chart. How do you address his/her concerns
without violating HIPAA regulations?
- You're on the phone with one patient while another approaches the counter in a frenzy. Who deserves your
One of the easiest and most effective ways to defuse a situation quickly
can be to offer a simple apology. Studies show that a customer who receives an apology is less likely to become more upset or
threaten legal action, and more likely to feel appreciated and calm down. This webinar is a must-attend if you want to ensure your
organization can avoid the danger of losing customers or facing legal action due to poor patient interaction.
Don't let a simple complaint about room temperature spiral out of control into a
shouting match. You and your team will learn how to properly deal with complaints to increase patient satisfaction and retention,
avoid legal hassles and keep your waiting room running smoothly!