What Are Common Patient Complaints?

Some common reasons for patient complaints include:

• Incorrect, missed or delayed diagnosis.
• Delayed treatment.
• Post-surgery complications.
• Poor explanation of their options.
• Inappropriate conduct or behaviour of the doctor.
• Lack of informed consent (or capacity to consent)
• Breach of patient confidentiality.

What is the most common complaint from patients?

5 Common Patient Complaints in Healthcare

• Long Wait Times. One of the most stressful parts of going to the doctor’s office or the emergency room is waiting to be seen by the physician.
• Issues with Staff Members.
• Amount of Time Spent with Doctor.
• Insurance and Billing.
• Lack of Communication and Dismissiveness.

What are the patient’s complaints?

Patient Complaint means any expression of dissatisfaction of the care and treatment provided by a hospital, from a patient or the patient’s representative.

What are the most common complaints in NHS?

GP practices – the most common causes for complaint are; Clinical Treatment (13.8%), Communications (13.7%) and Staff Attitude/Behaviour/Values (13.4%). Dental practices – over a quarter relate to Clinical Treatment (26.4%), followed by Appointment Availability/Length (12.7%) and Communications (12.1%).

Why would a patient complain?

Complaints may be a way for patients to express their anger or frustration, or they may be the result of breakdown in communication. They are also often made without an understanding of how the healthcare system really works, or without an awareness of the factors that can influence the quality of care delivered.

What are the 4 types of complaints?

When customers are dissatisfied with the service you’re providing, they will be one of four kinds of complainers: aggressive, expressive, passive or constructive.

What are the top 10 things people complain about?

Here are the ten things we complain about the most, according to the survey:

• Bad customer service.
• Telemarketers and robocalls.
• People who cut in line.
• Feeling cold.
• Packages or letters that don’t show up on time.
• Traffic.
• Trouble connecting to Wi-Fi.
• Litter, and people who litter.

What are the five types of complaints?

7 types of complaints

• Product or service. A customer may make a complaint if they have problems with a company’s product or service.
• Wait time.
• Delivery.
• Personnel.
• Online.
• Continual.
• Communication.

What are the 5 categories of complaints?

5 of the Most Common Types of Customer Complaints, and How to Handle Them

• The Meek Customer.
• The Aggressive Customer.
• The High Roller Customer.
• The Rip-Off Customer.
• The Chronic Complainer Customer.

What is an example of complaint?

I am complaining because ____ (the reason you are dissatisfied). To resolve this problem I would like you to ____ (what you want the business to do). When I first learned of this problem, I contacted ____ (name of the person, date of the call) at your company, and was told that nothing could be done about my problem.

What are the 5 key factors of complaints handling?

5 Key Components of Effective Complaints Management Process

• It should be customer-focused.
• It should offer complete visibility and traceability.
• It should be easily accessible.
• It should be responsive.
• It should be objective and fair.
• It should maintain confidentiality.
• It should drive appropriate solutions.

What are the two types of complaint?

There are two types of complaints; misconduct and overcharging.

What do nurses complain about the most?

One of the greatest complaints nurses have is the lack of support from their management team. What makes a poor manager? Some nurses may say it’s one who doesn’t value open-communication and feedback from his or her staff.

How do you manage patient complaints?

Dealing with a direct patient complaint

1. Where possible (and appropriate) make personal contact by phone when you receive the complaint.
2. Preferably ask for the complaint in writing.
3. Before replying in writing, ring the patient and clarify the concerns.
4. Deal promptly with the complaint.

What is a clinical complaint?

Complaints arose from serious incidents, generally a clinical problem combined with staff insensitivity and poor communication. Clinical complaints were seldom about a clinical incident alone (54; 11%); most (353; 72%) included a clinical component and dissatisfaction with personal treatment of the patient or care.

How do you prevent patient complaints?

1. RESPOND. Promptly to the patient’s concern about care.
2. LISTEN. Allow the person reasonable, uninterrupted time to vent the concern.
3. ADVISE. The patient that you are pleased to be informed about the concern as it could help us to improve our practice.
4. CLARIFY THE CONCERN.
5. BE EMPATHETIC.
6. APOLOGIZE.
7. TAKE ACTION AND DOCUMENT.

What are the 27 complaints?

The 27 grievances is a section from the United States Declaration of Independence. The Second Continental Congress’s Committee of Five drafted the document listing their grievances with the actions and decisions of King George III with regard to the Colonies in North America.

What are different types of complaints?

Below are a few common customer complaints you can expect your service team to encounter.

• Long Wait on Hold.
• Unavailable or Out of Stock Product.
• Making Customers Repeat Their Problem.
• Uninterested Service Rep.
• Poor Product or Service.
• No First Call Resolution.
• Lack of Follow Up.
• New Product or Feature Request.

What are the seven 7 customer complaint procedure principles?

Contents

• Getting it right.
• Being customer focused.
• Being open and accountable.
• Acting fairly and proportionately.
• Putting things right.
• Seeking continuous improvement.

What are two reasons people complain?

Why Do People Complain?

• Emotional regulation: Sometimes people complain as a way to manage their emotions.
• Mood: People may be more likely to complain when they are experiencing negative moods.
• Personality: Research suggests that certain personality traits play a role in how frequently people complain.

What is a good complaint?

What is an Effective Complaint? An effective complaint is one that is heard by the person at whom it is aimed, and which gets a result that pleases the complainant.