260. Five Steps to Handling Patient Complaints
In this Bite-Sized episode, we’ll explore a five-step complaints process using a real-world example of a complaints situation with this model.
How to Manage Patient Complaints
Patient complaints are often a gift in disguise. They give you the opportunity to demonstrate exceptional service, improve the patient experience, and solve a problem that other patients may be experiencing, but haven’t yet voiced. When dealing with complaints, it’s key to have a specific process in place to ensure that your communication is effective, […]
How to Turn Complaining Customers into Devoted Followers
It’s actually quite simple. Turning an upset, complaining customer – or protesting patient – into a devoted follower is not all that difficult. The problem is that we let our emotions get in the way. Some of us get defensive and build an impenetrable wall of resentment or denial. We know our patient is wrong, […]