How does a patient file a grievance?
There are three ways that you can file a complaint: Call to have a Complaint Form mailed to you either through the toll-free line (1-800-633-2322) or by calling (916) 263-2424, OR. Use the On-line Complaint Form, OR. Download and Print a Complaint Form.
What is the timeframe to provide a patient response to the complaint?
Hospitals must attempt to resolve all grievances as soon as possible. Grievances about situations that could endanger a patient (e.g., neglect, abuse) should be reviewed immediately. Typically, a response time of seven days is appropriate; most grievances should be resolved within that amount of time.
How do you address a patient complaint?
Your staff’s best course of action is a coherent, concise response that preserves patient confidence and satisfaction, as follows:
- Listen. Stop what you are doing, and give your undivided attention to the patient.
- Empathize. Place yourself in the patient’s place.
How do you respond to patient concerns?
Handling Patient Concerns
- Listen. Patients/family members should be given undivided attention, regardless of being face-to-face or on the phone, as this will help them to know they are being listened to.
How do you handle a patient who complains about everything?
How to Handle Patient Complaints
- Listen to them. As basic as it may sound, this is your first and most important step when dealing with an unhappy patient.
- Acknowledge their feelings. Empathy is key when it comes to successfully handling patient complaints.
- Ask questions.
- Explain and take action.
- Document complaints.
What are some effective communication techniques to use when dealing with difficult patients?
Be direct and gentle, summarize quickly what steps lead to the death. Prepare the patient/family member for bad news “I’m afraid I have some bad news”. Don’t use vague terms. Do not say “I know how you feel” as this might elicit a response such as “You have no idea how I feel”.