Feedback is a dynamic process between the patient and the healthcare provider, simply asking for and receiving feedback is not enough to constitute a successful feedback process. Healthcare providers should engage with and respond to patient feedback in a satisfying way to ensure a better patient experience and that the provider was able to reap the benefits of getting feedback as well.
Responding to negative feedback especially is crucial as patients are more likely to give negative feedback than positive and negative feedback if mishandled can have consequences on the reputation of the medical practice.
When dealing with a negative feedback the following should be done:
Respond to the patient’s concern in a timely manner
The healthcare provider should not ignore any negative feedback even if they find it to be unfounded. Negative feedback should be acknowledged and responded to so patients can feel that their voices are being heard. Not doing so can lead to losing the patient’s trust and loyalty. The response needs should also be quick so patients know that their concerns are a priority to the healthcare provider. It is also important to make sure you offer a public response when replying to a public online review as this will be seen by other people as well.
Provide an apology
The healthcare provider should offer an apology to a dissatisfied patient to show that they care. Taking responsibility when needed helps build the patient’s trust, but even if the patient’s complaint was unfounded they need to feel that the healthcare provider is empathetic, so an apology is a must in any case. It is important to not be defensive and to be professional when responding to a patient.
Detail a course of action
Patients need to know that something is done about their issue. Healthcare providers should inform the patient with the steps being taken to address their concern or else they will feel their complaints are falling on deaf ears. The course of action could be taking time to investigate if there’s nothing the healthcare provider can do to fix the issue quickly.
Offer a form of compensation
When possible and especially when the patient’s issues are a direct result of a mistake by the healthcare provider, compensation should be offered to the patient to make up for the inconvenience and to let them know they are valued. This compensation could be a gift or some sort of financial discount for future services.
A complaint does not need to be a bad thing, it can be an opportunity to build trust with your patients provided you make sure they feel their concerns are heard and that their voices are valued. That’s why being able to respond to complaints properly is essential for patient satisfaction.