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.