The vast majority of problems occur because
of poor communication rather than poor management
Always deal with complaints (no matter how trivial or
vexatious) seriously and promptly
Contact a senior if you require assistance
Document the issue carefully
Common situations arising to complaints
Lack of courtesy/Rudeness
Lack of explanation
Inappropriate discharge
Exacerbating issues
Gossiping in view of patient
Eating/Drinking in clinical areas
Dealing with a complaint
A formal written complaint is more likely to arise if the patient feels
their concerns have been unacknowledged or belittled
Acknowledge and be empathic with concerns
Explain possible causes for the issue
Reassure that genuine problems will be investigated further
Follow-up serious events with a phone call in 48 hours
Disclaimer: Note: The
information described here relates solely to operational matters in the
Emergency Department. Every effort has been made to verify the
accuracy of the content. However, neither the author or the hospital
will take responsibility for errors resulting from its use. Please
refer to your own departmental guidelines and verify all clinical
decisions with a reliable source.