What every

physician
needs to know:
tips for handling patient
complaints
1 embrace the
opportunity
• For medical practices, a patient’s complaint is an
opportunity to understand the patient’s experience. Use
the information to improve the practice and the patient-
physician relationship.
2 be proactive

• Ways to manage or reduce complaints include:

creating procedures on how complaints are handled;
tracking complaints and outcomes; and initiating
communication skills training for staff and physicians.
3 location

• Find the right place to discuss the complaint with

the patient. An office or exam room is better than the
waiting room or check-out area.
4 listen

• Use active listening skills and put away any distractions

such as a phone, patient chart, or computer. Be mindful
of nonverbal communication, such as facial expressions,
gestures, and posture. Let the patient share his or her
complaint without interruption.
5 empathize

• Showing empathy does not mean that you agree with

the patient’s complaint; agree to the patient’s terms
of resolution; or admit guilt or wrongdoing. Offering
statements of empathy (such as, “I understand that this
is important to you”) reinforces that you are hearing
and acknowledging the patient’s concerns.
5 empathize

• Once the patient perceives he or she is understood

then emotions will likely settle. This allows you to better
negotiate a reasonable solution. Be mindful of tone
when offering statements of empathy so you don’t come
across as sarcastic or condescending.
6 Clarify

• Try to understand the situation and identify the root of

the problem. Identifying and understanding the real
concern will help you resolve the complaint.
6 Clarify

• Ask clarifying questions, such as “Would you tell

me more about that?” To help acknowledge your
understanding of the patient’s complaint, reflect or
re-state the complaint back to the patient with the
statement, “What I am hearing you say is . . .”
6 clarify

• Suggest solutions that you or a staff member can attain.

Ask the patient to approve the solution: “Is that okay
with you?” If time is needed to resolve the complaint,
ask if you can follow up in a set number of days or
weeks.
7 appreciate

• Thank the patient for notifying you of the concern.

Remind the patient that his or her satisfaction is
important and reiterate your intention to resolve any
issues.
7 appreciate

• Keep in mind that if one of your patients has a complaint,

there may be others experiencing the same issues who
have not come forward. Your patient is actually doing you
a favor in helping to solve problems that may affect other
patients.
8 document

• After discussing the complaint, summarize the

conversation and any agreed upon resolutions. Record
the information in a complaint tracking system.
9 track

• Tracking complaints can help identify patterns that may

stem from the same physician, employee, situation, time
of day, or day of week.
9 track

• Ongoing review of complaints should be a standard

process. Having a process in place can reassure patients
that the physician and medical practice are committed to
addressing concerns.
10 continued
complaints

• At times, successful resolution of a complaint may not

occur. When a physician is faced with this situation and
the patient continues to complain, the physician may
choose to dissolve the patient-physician relationship.
10 continued
complaints

• When patients are abusive or threatening, it is

appropriate to dismiss them from the practice. Physicians
will want to follow appropriate steps when planning to
terminate the physician-patient relationship. (Click to read, “What
Every Physician Needs to Know: Terminating the Physician-Patient Relationship)
11 protection for
a new era of
medicine
about tmlt:
With more than 19,000 health care professinals in its care, Texas Medical
Liability Trust (TMLT) provides malpractice insurance and related products
to physicians. Our purpose is to make a positive impact on the quality of
health care for patients by educating, protecting, and defending physicians.
www.tmlt.org
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