Managing Patient Complaints – A Risk Perspective

Presenter:  Dana Taylor, Clinical Risk Management And Patient Safety Consultant

Description:

This program will review best practices for successfully managing patient complaints in a manner that protects the organization while providing service recovery to the affected individual.  Participants will review examples of complaints and cautious responses for online, in-person, and written situations. It will also discuss steps to take if a situation escalates and when it may be appropriate to end the physician-patient relationship.

Objectives:

• Participants will learn about the advantages of having a formal policy on Complaint Management and what that policy should include
• Participants will discover and discuss the importance of successfully managing disruptive behavior and responding with empathy
• Participants will walk through the steps of successful complaint management, including intake, investigation, and development of a resolution letter.
• Participants will be given information to assist them with tracking and trending of complaints to be used for performance improvement.

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