Tip of the week: Carefully handle patient complaints
Credentialing Resource Center Connection, June 12, 2008
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The MSP will sometimes receive patient complaints regarding physicians about treatment that may or may not have occurred in the hospital. These complaints should be handled very carefully as they are potential malpractice issues.
Never admit guilt or agree with the person making the complaint. You can empathize, but don’t over sympathize. If your department is the one to handle these complaints, you should have a policy regarding how to document the discussion. If you are not the department to handle the complaint, kindly notify the patient of such and transfer him or her to the correct department. Always stay on the line to get a live person before transferring. If no one is available to take the complaint, take a message. Do not transfer to voice mail. Nothing is more frustrating than calling with a complaint and getting an answering machine.
This week’s tip is from Ready, Set, Credential! Questions, Games, and Other Strategies to Train Your Staff, by Nancy C. Lian, CPMSM, CPCS.
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