LEAPing to Better Complaint Management in the Healthcare Sector
Information correct at time of publication June 2022
Dealing with customer dissatisfaction is a reality in every business, and healthcare is no different. Even healthcare providers who are extremely diligent about patient experience and satisfaction will most likely encounter patient complaints on occasion. For this reason, healthcare providers should implement a complaint process that all staff members can understand and follow. All team members should be prepared to manage patient complaints promptly and according to an agreed protocol.
When a complaint occurs, providers and staff should respond calmly and empathetically while reassuring the patient that someone is available to help resolve the problem or issue. One simple set of recommendations for complaint management is a common customer service strategy called LEAP, which stands for:
The provider or staff member managing the complaint should document the issue, any resolution offered, and the commitment of any follow-up with the patient. The healthcare provider will need this information if the patient reports the complaint to the General Medical Council or subsequently files a medical negligence claim. Further, the information documented from patient complaints can serve as an educational opportunity for providers as well as the basis for quality improvement initiatives.
In some instances, patients will not complain directly to a healthcare provider or staff member; rather, they might voice their complaints about treatment or services on the internet. To address online complaints, healthcare providers should have a mechanism for monitoring their online presence and managing negative, offensive, or inaccurate information.
If you receive a complaint from a patient, or a patient suffers an adverse event, please call the PMP medicolegal helpline as soon as possible. The PMP medicolegal helpline team, provided by Clyde & Co LLP (a law firm), can assist customers in preparing an appropriate response.
Information correct at time of publication June 2022
25 Athena Court, Tachbrook Business Park, Leamington Spa, CV34 6RT
Premium Medical Protection Ltd. are an appointed representative of Harley Street Insurance Group Limited, which is authorised and regulated by the Financial Conduct Authority FRN 570717. Registered in England and Wales, Company Registration Number: 07098260. Registered Office: 25 Athena Court, Athena Drive, Tachbrook Park, Warwick, England, CV34 6RT. Insurance is underwritten by Berkshire Hathaway International Insurance Limited, which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority FRN 202967 and the Prudential Regulation Authority.
|__cf_bm||30 minutes||This cookie, set by Cloudflare, is used to support Cloudflare Bot Management.|
|bcookie||2 years||LinkedIn sets this cookie from LinkedIn share buttons and ad tags to recognize browser ID.|
|bscookie||2 years||LinkedIn sets this cookie to store performed actions on the website.|
|lang||session||LinkedIn sets this cookie to remember a user's language setting.|
|lidc||1 day||LinkedIn sets the lidc cookie to facilitate data center selection.|
|UserMatchHistory||1 month||LinkedIn sets this cookie for LinkedIn Ads ID syncing.|
|vc||never||The vc cookie is set by addthis.com on sites that allow sharing on social media.|
|SRM_B||1 year 24 days||Used by Microsoft Advertising as a unique ID for visitors.|
|_ga||2 years||The _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors.|
|_ga_DKLQS2SNHP||2 years||This cookie is installed by Google Analytics.|
|_gat_gtag_UA_56554794_1||1 minute||Set by Google to distinguish users.|
|_gcl_au||3 months||Provided by Google Tag Manager to experiment advertisement efficiency of websites using their services.|
|_gid||1 day||Installed by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.|
|ai_session||30 minutes||This is a unique anonymous session identifier cookie set by Microsoft Application Insights software to gather statistical usage and telemetry data for apps built on the Azure cloud platform.|
|ln_or||1 day||Linkedin sets this cookie to registers statistical data on users' behaviour on the website for internal analytics.|
|mf_user||3 months||Mouseflow sets this cookie to identify whether a visitor is new or returning.|
|MicrosoftApplicationsTelemetryDeviceId||1 year||Microsoft sets this cookie to install a unique device ID that is used to track how users behave and interact with the Microsoft application on the device.|
|ANONCHK||10 minutes||The ANONCHK cookie, set by Bing, is used to store a user's session ID and also verify the clicks from ads on the Bing search engine. The cookie helps in reporting and personalization as well.|
|i||never||This cookie is set by OpenX to record anonymized user data, such as IP address, geographical location, websites visited, ads clicked by the user etc., for relevant advertising.|
|MUID||1 year 24 days||Bing sets this cookie to recognize unique web browsers visiting Microsoft sites. This cookie is used for advertising, site analytics, and other operations.|
|test_cookie||15 minutes||The test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies.|
|_PCCID||5 years||No description|
|_PCCSID_355917||20 minutes||No description|
|AnalyticsSyncHistory||1 month||No description|
|FormsWebSessionId||1 month||No description|
|li_gc||2 years||No description|
|MC1||1 year||No description available.|
|SM||session||No description available.|
|thirdPartyCookiesEnabled||1 day||No description available.|
|usenewauthrollout||1 month||No description|