Five Tried-and-True Ways to Deal with Patient Compliants скачать в хорошем качестве

Five Tried-and-True Ways to Deal with Patient Compliants

It’s 2020 and healthcare is now patient-centered. That means we can all hold hands and sing Kumbaya as there’s nothing to get upset over while visiting a hospital or doctor’s office, right?... Wrong. Since the popular phrase in the UK, “no decision about me, without me,” accelerated their push towards patient-centric care their number of complaints has nearly doubled. Sure, it’s a different country but the overarching idea still stands. When the experience is more focused on the consumer or client, the harder it is to satisfy the masses. In other words, even though the main concept is to satisfy patients, experiences vary across practices. My point after all of this is that, as a healthcare provider you can’t satisfy all of your clients with how you approach their care and they’ll let you know. LINKS: ____________________________________________ https://etactics.com/blog/patient-com... ____________________________________________ The first tried-and-true way to deal with patient complaints and grievances is by sifting out the minor ones. There are thousands of reasons why a patient might complain about your organization. According to Becker’s Hospital Review, the top five most common reasons that upset healthcare clients are; sleep deprivation, noisy nurses' stations, losing personal belongings, staff not knocking before entering the room and not keeping whiteboards updated. Some of these are more minor than others. But, everyone is different and different things you do can effect them positively or negatively. Unfortunately, you don’t have time to hear every complaint that comes into your office as a physician. Any time you spend dealing with a concern takes more time away from performing your main duty as a physician. Luckily, you can speed up collecting and caring for minor complaints at your office through feedback surveys. For inspiration in making these, look at what restaurants and other customer-facing businesses include on them. If you got this route, be sure to quantify their responses with either weighted responses or numbers, that way you can easily put together an analysis about your organization’s patient experience. The second best way to deal with patient complaints is by being proactive, not reactive. You could just not acknowledge the fact that patient complaints exist and go about your days pretending like one won’t happen, that’s a reactive approach. The problem with this strategy is that it doesn’t prepare you for facing a grievance when one eventually comes your way. You’ll have to think on your feet in the moment and pray that you can remedy the situation. A reactive approach isn’t a good way to handle patient complaints. Instead, be proactive. In other words, don’t wait for your patients to come to you with their gripes. Ask them how you’re doing and how they’re feeling constantly. After all, 77% of consumers view companies more favorably if they’re proactive and invite feedback. The third way to deal with patient complaints is to look for patterns. Your organization isn’t perfect. Even when you address grievances there’s still room for improvement. However, patient complaints give you a direct indication of the areas in your organization that need improvement. For example, if you find that the majority of the complaints you receive talk about how they have to wait way too long for their appointment, that’s a clear indication of an area that you need to address. 64% of American consumers contacted some form of customer service in 2017. In other words, the majority of people give feedback and you can use it to improve on how your business functions. The fourth way I have for you is to record the meaningful complaints. Now that we’ve determined that it’s important to find a pattern in your patient complaints, we should mention the importance of recording them. In order for your team to find any patterns in the grievances you receive, there needs to be a history or point of reference that they can review. Since you work within the healthcare space, your team is already used to documenting and recording information on a daily basis. In other words, recording complaints shouldn’t be that much of an added responsibility. Where or what you use as an organization to house all of the grievances you receive is ultimately up to you. However, it doesn’t have to be in any fancy, cutting-edge CRM software. You can make a master spreadsheet and have your team record complaints as they come in. The final way to deal with patient complaints is by training customer service superstars. ► Reach out to Etactics @ https://www.etactics.com ►Subscribe: https://rb.gy/pso1fq to learn more tips and tricks in healthcare, health IT, and cybersecurity. ►Find us on LinkedIn:   / etactics-inc   ►Find us on Facebook:   / etacticsinc   #patientexperience #patientcomplaints