How to handle patient complaints
Jo Hanswenzl, operational manager for Denplan’s professional services team, looks at the best way to handle complaints.
Most dentists will face a complaint from a patient at some point in their career. The tips below will show you how to effectively deal with patient complaints and ensure the retention of that patient.
- Communication is key – the majority of complaint cases are caused by a breakdown in communication. Good communication is essential to build trust with patients, reduce the risk of complaints and can ensure complaints are resolved. Every practice should have a complaints handling procedure and this should be clearly displayed at the practice.
- Next steps – The key to mediating a complaint is to fully understand the patient’s concerns. Always consider contacting the patient initially to discuss the issue; remembering to remain friendly, polite and professional. If an impasse is reached, the patient has the option to enter into independent arbitration, but it’s worth noting that in the few cases that reach this level, Denplan may fund the scheme.
- Customer Service – Excellent customer service can differentiate a practice from competitors and handling complaints is an integral part of this. Patients who have had a complaint resolved sympathetically and quickly can even become advocates of the practice.
- Stand out from the crowd – The key to handling complaints effectively is being able to put yourself in the customer’s shoes. Looking at things from their perspective may help you produce a workable solution and ensure their loyalty in the future.
Denplan offers tailor-made training days, which can include modules on Complaints handling, Dealing with Challenging Situations and Improving Communication these can also count towards verifiable CPD.
More details can be found on the Denplan Training website at http://www.denplan.co.uk/dentists/training/tailor-made-training.aspx?lt=l
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