Complaints direct to the provider
Complaints can be used to improve the quality of services. When a concern is raised with you, it is best to take the matter seriously and deal with it in a thorough and timely fashion.
The following may help you to resolve any concerns direct with your patient:
- Listen carefully and respond sensitively and promptly – avoid defensiveness. A frank, open discussion and and honest explanation of what occurred during treatment will often resolve the issue;
- Acknowledge the patient’s view and feelings even if you disagree or feel you have done nothing wrong;
- Remember apologising is not an admission of guilt;
- Acknowledge if improvements have been made as a result of receiving the complaint; and
- Advise the patient that the HCSCC may be able to assist if you are unable to resolve the matter.