WHAT TO DO
When a patient complains
Dealing with a patient complaint can be difficult and confronting.
You are not required to resolve the complaint on the spot, but there are a few simple things you can do from the outset.
Acknowledge the complaint.
Contact the patient as soon as possible.
Demonstrate empathy.
Recognising that the experience has been distressing is not an admission of guilt.
Action.
Advise the patient you are committed to finding an outcome to the issues raised.
Take the time to respond properly.
Advise the patient you need time to investigate the issues. This might mean making enquiries with a colleague, specialist, or your professional association.
Call the ADAQ Compliance and Advisory Services Team.
We will talk you through the complaint management process and provide tailored advice and assistance.
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