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
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.
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