Ask the expert: How should MSPs respond to patient complaint phone calls?
Credentialing Resource Center Connection, April 1, 2010
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MSPs, and others in the medical staff services department (MSSD), will sometimes receive patient complaints, especially if the MSSD phone number is listed on the Web and the patient doesn’t know who else to call. 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 emphasis, but don’t sympathize. If your department is the one to handle these complaints, you should have a policy regarding how to document the discussions. If you are not the department to handle the complaint, kindly notify the patient and transfer the call 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 the patient to voice mail. Nothing is more frustrating than calling with a complaint and getting an answering machine.
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