Kiss Java

One aspect of service-based industries, from restaurants to retail stores to the medical field, is an aspect that no one really enjoys dealing with, and that is what to do when a customer or a client has a complaint.  Situations can become very uncomfortable very quickly.  And in the medical field, these uncomfortable situations can not only be … uncomfortable, but they can have serious ramifications, for these are more serious kinds of complaints than a restaurant or a department store may deal with.  These complaints can range from discrepancies in billing to calling into question the quality of care one is receiving.

In this world, a complaint can turn into a malpractice allegation, much more serious than a meal that was over-cooked.  It is for this reason that the staff must be well trained in the areas of customer service and communication.  Communication is the single most important factor in handling and tracking patient complaints.  In the health care industry, there is a need for understanding and a certain kind of empathy which must be communicated fully.  Often times, this requires a separate department of highly trained individuals who are knowledgeable not only about the details of a situation, but who are wise to the human condition so to speak.  They know to first and foremost, just listen to what the patient has to say.  Often times, people simply just want to be heard.  And in sincerely listening, one gains the information necessary to resolve the conflict and to avoid confusion.

Mediation is the key.  Having a third party in the room, one who is objective, is always suggested.  A person with no vested interest in the outcome of a situation lends a certain credibility and provides what could be called a “safety net”.  Passions may run high in situations wherein one is discussing the health and well-being of either themselves or a loved one.  This requires an empathetic listener with the skills to deal with challenging situations, without admitting guilt.  Easy to say, but often times not so easy to carry out…to give validity to a concern without accepting the legal responsibility.  Patient complaint software also plays a major role in this process.  However, with proper training staff can learn how to mediate and how to listen, and how to in the end, be certain that the quality of care remains thorough and of the highest of quality, for the reputation of their facility and for the well-being of their patients.

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