How to handle complaints
NewsPosted by: manpreet.boora 11th January 2018
Lisa Bainham of ADAM has some top tips…
PATIENT complaints will probably give us all a few sleepless nights now and again. Of course, the best advice of how to deal with them is to not get them in the first place!
Unfortunately, this is not always possible, but by following some tried and tested guidance, you can be more prepared and ensure that your entire team have the skills and knowledge to deal with them with ease and skill, and learn how to prevent them.
Response Principles
Initial reactions can influence whether a minor grievance or comment can progress into an official complaint. Rember to REACH: (show Recognition, Empathy,
Action; Compensation; Honesty).
Team Training
You must ensure that you have the correct procedures in place and ready. There should be an action plan and the whole team from receptionist to Prinicpal has to be aware of these policies and procedures. You also require a designated area agreed to discuss issues with patients. There are three key skill areas that the team should have when it comes to dealing with complaints:
1. Non Verbal Skills:
• Be friendly and be aware of your body language
• Be confident – people expressing complaints like to feel they are talking to someone with authority
• Provide reassurance that you are listening and being attentive – do not glance at the clock!
2. Listening Skills
• Show a need to listen – react to words
• Forgive and ignore annoying/rude mannerisms
• Stay cool – don’t interrupt
• Take notes but don’t let this show you are not paying attention
• Remove barriers such as noise, interruptions, jargon and clarify anything you are not clear about. Don’t jump to conclusions and don’t provide answers you are not 100 per cent sure about
3. Verbal Skills
• Tone of voice/Pitch
• Speech speed and adaption
• Emphasise effect
• Speak clearly and precisely
• Avoid statements such as “no one else has complained before” or “I can’t understand that.”
• Never imply that you do not believe someone is being truthful
Show active listening by repeating what they are saying
By far the best form of prevention is to be continuously gaining feedback on all areas, including clinical, reception based and all round customer service. Ensure your team are well led, by introducing policies and procedures to recognise any problems that can occur, and communicate with the rest of the team improvement strategies to pinpoint any areas that may result in a grievance or complaint.
How have they complained?
Most dental software providers will have their own version that allows you to gather digital feedback from your patients. You need to be vigilant and regularly reading reviews. When gaining feedback through Google or Facebook for example, remember this does sometimes flag up those pesky potential complaints – ensure you respond well, always bear in mind your confidentiality policies and that you are responding not just to that patient but for everyone to see. Turn the negatives into a positive!
In-practice written questionnaires using simple star systems that allow comments to reflect their star ratings can be useful, or use an anonymous comments box or have specific staff hand them out to patients. Again, it’s important that patients see the whole team, including the dentists asking for their feedback – allow patients to take them home if they prefer and give them a return envelope as it’s much more likely to come back to you if provided.
Simple questions/chatting with patients is often welcomed. ”How was that for you today?” should be a standard enquiry. Be friendly and open and don’t apply pressure! Ask if it’s ok for you to make a note of any comments and explain why you want to do so.
If you receive negative feedback please don’t ignore it. Always monitor the various platforms such as Friends and Family/Google/NHS choices/Facebook and respond in a timely and compliant manner.My biggest tip, aside from avoid, avoid, avoid, is to keep complaints local!
In my 20 years’ experience as a practice manager, there have been only two complaints that I have not managed to resolve without their being progressed, simply by having a face-to-face with the patient.
If you are able to encourage the patient to come in for a chat and improve your listening, verbal and body language skills, there is a better chance of resolving the issue to your patient’s satisfaction, and reducing the strain on your own time and resources. By using emotional intelligence techniques, being aware of your own personality type and by recognising theirs, you can hopefully help to eradicate or reduce those sleepless nights. n
