Handling Complaints in the Medical Profession

Deal with difficult patient requests, complaints and protests in your medical office

One Hour Webinar


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 happen.

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 situations?

  • 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 undivided attention?

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!

What You'll Learn

  • What to say to the person who's unhappy with their insurance (or even the healthcare industry in general)
  • Non-verbal cues that demonstrate you're listening to a person's complaint and taking it seriously
  • How to empathize without admitting guilt
  • When a sympathetic response isn't a good idea, and how it can get you into hot water
  • Ways to use open-ended and close-ended questions to maximize the information you get from people
  • Why you should give patients or family members a form to document their complaints
  • The five times when you need to say "Thank you" to a visitor
  • Simple changes you can make to your office's layout to make it more comfortable for visitors
  • And much more

Who Will Benefit

Doctors, nurses, front desk personnel, office managers, clinical technicians, accounting staff — anyone who interacts with patients on a day-to-day basis will benefit from this one-hour session.

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