You should have a protocol at your practice for
dealing with direct patient complaints. We recommend that you designate a staff
member as the single point of contact for complaints about your practice. If
patients perceive that their complaint is being taken seriously and is being
handled by someone with sufficient authority and sensitivity to address and
resolve their concerns, they are generally more likely to accept the outcome.
You should seek to deal with complaints about your clinical care
yourself, but complaints about the practice or administrative issues could be
dealt with by your practice manager.
Do not ignore complaints. Seek to
deal with complaints as quickly as possible with an emphasis on resolving the
Some patients will make complaints verbally but
for substantial complaints, it is preferable to ask the patient to put the
complaint in writing. This will better allow you to clarify the scope of the
complaint, and it can be used as an agenda for any meeting with the patient.
If you receive a complaint in writing, make initial contact by phone to