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