800-282-0300 AMN Passport Login

Apply Now

Nursing News

NURSING NEWS SEPTEMBER 18, 2018

By Brook Jillings, Contributor

Patient Complaints and

How to Handle Them
Patient complaints are a common issue for all
medical professionals, so handling them effectively
is an important part of providing care.

Understanding the common complaints you will

encounter and following a three-step de-escalation
process ensures your patients stay happy and
reduces some of the stress you face while
performing your nursing duties.

Use these de-escalation tactics across the country

in any of the open travel nursing positions available
at American Mobile.

Understanding patient complaints

As the first medical professionals who interact with

those in need of medical assistance, nurses are
frequently who patients turn to when they’re
upset.

The public understands that a nurse's job is to care

for them during a health crisis, so it's natural that
those seeking conflict resolution expect their
nurses to take the lead.

Unfortunately for these nurses, handling patient

complaints can put them in a very difficult position.

"Nurses by nature want to fix things, whether it be

a conflict with a colleague or issues at the
bedside," says Heather M. Kannheiser, MSN, RN-C.
"Patients and families often don't realize we're just
the front line of what they see."

She points out that nurses have the delicate task

of balancing the establishment rules when
addressing patient complaints in hospitals. "Often
patients and families can be very demanding," she
explains, "and this can create conflict with the
nurse who is adhering to the protocols of the
establishment. It makes for a very stressful
environment for all parties involved."

She also mentions the issue of interdepartmental

conflict between nurses and their colleagues. She
suggests utilizing the chain of command in these
cases.

"On every shift there is a charge nurse assigned to

defer to who can help try to solve the problem,"
she says. "Above that, you have a nurse manager
... Moving higher up the chain there is a nursing
supervisor that can be called ... and if need be, the
issue can be escalated all the way up to the chief
nurse executive."

Kannheiser stresses that resolving patient

complaints is a team effort and nurses should take
advantage of the many resources available to
them, from multiple departments, that can help
resolve a difficult situation.

3 steps for handling patient

complaints
Dr. Neil Baum, a Medical Consultant for Vanguard
Communications, has had his fair share of dealing
with complaints from difficult patients. He offers
his effective three-step process for handling
patient complaints.

1. Listen to your patients' complaints

Taking the time to actively listen as a patient

describes his or her issue can offer a cathartic
release, allowing the patient to calm down after
venting. "The concept of listening and not
interrupting the patient is so important," says
Baum. "To interrupt is to make the patient
defensive and perhaps more upset and even
combative. This is the last response you want to
have from an upset patient."

2. Repeat what your patient says

"This step confirms to the patient that they have

indeed been heard and that the listener was paying
attention," Baum explains.

3. Take action as soon as you can

"The best situation is to resolve the complaint at

the time the event or problem has occurred,"
explains Baum. "The longer the delay, the less
impact that the resolution will have with the
patient."

So, what if the situation can't be resolved

immediately? "Let the patient know when they can
expect to hear from you," Baum suggests. "Then,
keep your promise and get back to the patient at
the allotted time."

He stresses that strong communication is

important. "If more time is needed, call the patient
and tell them more time is needed and let them
know when you will get back to them," he says.
"This confirms to the patient that their complaint is
taken seriously."

More Tips for De-escalation

Along with the three-step de-escalation process,

Baum also advises nurses to anticipate a patient's
frustrations before they feel the need to complain.
He points out that patients who are dissatisfied will
often show signs to warn nurses there is a
problem, so nurses should watch for these signs to
correct issues before they escalate.

"First, listen carefully to the tone of voice," Baum

says. "If the patient is speaking louder than
expected, or more rapidly than usual, you must
modulate and soften your voice and speak slower."
He also suggests watching a patient's body
language. "Look for signs of agitation, such as
wringing of the hands or tapping of the feet, which
is a sign of impatience."

Fear or frustration are two more emotions to be on

the lookout for. "Clenched fists and clenched teeth
are other signs that you're dealing with an unhappy
patient," Baum continues. "Patients with furrowed
brows or distended jugular veins indicate anxiety
and tension. Patients who are in a defensive
position, such as crossed arms, will often provide
clues about the intense conversation that is about
to take place."

Baum also recommends paying attention to the

patient's breathing patterns. "Restricted breathing
patterns or sighing is an indication that the patient
is upset," he warns. Being aware of a patient's
signs of agitation can give nurses the opportunity
to mentally prepare for a tough situation and can
even allow the nurse to step in to address the
patient's complaint before it is made.

Strong communication skills are also important

when handling patient complaints. Being an active
listener and noting the signs that a patient is
agitated won't do much good if you aren't able to
effectively communicate your willingness to
resolve the situation. Patient complaints are often
the result of feeling dismissed or misunderstood,
so it's important to convey your message in a way
that shows you understand their perspective.
When a nurse validates a patient's frustrations and
clearly communicates the steps that will be taken,
the patient feels better cared for and is more likely
to trust the nurse's judgement about the situation.

Find a Story

Contact us! We're

here to help.
First Name *

Last Name *

Discipline *
Select Discipline

Specialty * option--
--Select an

Experience
-- Select an*option --

Email *

Phone *

Preferred Location *
Select Location

* Indicates Required Fields

By clicking "SUBMIT" I agree to receive

emails, automated text messages and phone
calls (including calls that contain prerecorded
content) from and on behalf of American
Mobile Healthcare, its parent, AMN
Healthcare, and affiliates. I understand these
messages will be to the email or phone
number provided, and will be about
employment opportunities, positions in which
I’ve been placed, and my employment with
AMN companies. See privacy policy or
cookie policy for more details.

Submit

Must Reads
NURSING NEWS DEC 10, 2021

10 Key Nursing
Trends in 2022
It’s been a long couple of
years for nurses and others in
healthcare. What will a new
year bring? Experts predict
that more nurses will be
traveling, innovating and
becoming entrepreneurs,
among other nursing trends in
2022.

NURSING NEWS OCT 29, 2018

Compassionate
Nurse: The
Importance of
Compassion in
Nursing
Being a compassionate nurse
is vital, because it helps ease
your patients' pain and
suffering while providing the
emotional support they need.
Learn more about the
importance of compassionate
care and how your patients
benefit with our examples of
compassion in nursing.

NURSING NEWS JAN 16, 2020

Do Nurses Take the

Hippocratic Oath?
There may not be a
Hippocratic Oath for nurses,
but that doesn't mean new
graduates are completely
without a shared moral
compass. Learn more about
the Hippocratic Oath and how
nurse ethics are shaping
modern-day patient care.

NURSING NEWS FEB 28, 2019

Top 5 Ethical Issues

in Nursing
Deal with ethical issues in
nursing by embracing the
American Nurses Association’s
nursing code of ethics. Take
your concerns to your nurse
manager or ethics committee
when you’re unsure how to
handle ethical dilemmas.
Examine the top ethical issues
nurses may face in the coming
year in this guide.

NURSING NEWS MAY 15, 2018

What It Means to
Embody Nurse
Professionalism
Nurse professionalism is
essential to success as an RN,
but it’s not just about looking
the part or speaking the right
words. Discover seven ways
you can be professional as a
nurse.

Contact Us
1-800-282-0300

Privacy Policy Terms of Service Ad & Cookie Policy

Site Map Passport

How can Login
I helpRights
you? & Protections
Copyright © 2022 AMN Healthcare