It’s important to address patient complaints

A physician's office benefits from appropriately handling patient complaints as they arise. They can do so by establishing an effective complaint process and involving the right person with the right complaint.

Oftentimes, patients are frustrated and simply need a way to vent. In such cases, your role is to empathize, listen, and investigate. To the extent possible, you often can remedy the situation by explaining that your practice has created systems-via policies and procedures-to prevent reoccurrences of the same issue (when that is true).

Patient complaints often result from misunderstandings or service lapses. You can address some complaints immediately, and others require a more comprehensive investigation. Inform patients about the investigation process, and give them a contact name and number at your practice should they have any questions. By handling patients complaints through this kind of process, you can improve patient satisfaction significantly.

About the Author

Reed Tinsley CPA

This article is written by Reed Tinsley, a Houston, TX-based CPA with over 30 years of experience advising physicians and medical practices across Texas and the United States. Reed holds certifications as a Certified Valuation Analyst (CVA), Certified Healthcare Business Consultant (CHBC), and Certified Financial Planner (CFP), specializing exclusively in the healthcare sector. He is a published author, nationally recognized speaker, and trusted advisor to physicians on accounting & tax, practice management, and financial planning. Schedule a Free Consultation.