Handling Complaints

All clients have the right to voice complaints regarding their care.  They also have the right to expect that those complaints will be reviewed, and, when possible, resolved. Hearing and responding to complaints can be difficult, especially if you feel like you are being attacked for something you didn’t do.  But your response can make all the difference in how the situation turns out.

THE FIVE MOST COMMON REASONS CLIENTS COMPLAIN

1. Unmet Expectations.  The #1 reason people complain about a product, service or circumstance is because they have certain expectations about how things are “supposed” to be—and those expectations are not met.
2. Stress / Frustration / Anxiety / Fear.  Many of the clients and family members you encounter are dealing with heavy issues such as a new diagnosis of a terminal illness or a worsening chronic condition. They may be dealing with loss, such as loss of independence, health or even loss of a loved one.
3. Pain.  Being in pain, especially unrelieved pain can lead even the sweetest person to lodge a complaint (about ANYTHING)! 
4. Feeling ignored.  Unanswered call bells, requests for pain medication that are ignored or forgotten, and never getting a straight answer from anyone can make clients and their family members start to helpless, angry and “trapped.” And what do people do when they feel “trapped?” They fight back!
5. Attention seeking. A small portion of complaints may come out of a simple need for attention. Sometimes, people who are lonely complain just to have someone to talk to or something to do.

Regardless of the reason, any complaints must in no way make a difference on how clients are treated or keep them from getting medical care in the future.

THE FOUR STEPS FOR RESOLVING CLIENT COMPLAINTS

1. Actively listen to the person.  Make sure you take the time to gather information and understand the messages the client is trying to convey.  Be patient—and remain neutral and non-judgmental. 
2. Express an apology—even if the issue wasn’t your fault. An apology demonstrates empathy and respect to the person.  It can diffuse anger and prevent further misunderstandings. In the apology, take responsibility, express regret that the situation occurred and tell the person what will be done to resolve the situation.
3. Solve the problem. Do what you can to resolve the person’s complaint right away.  If you are not in a position to “fix” the problem, take the issue to your supervisor (or other appropriate person) to help solve the problem.  Be sure to keep the client or family member informed about any pending resolution.
4. Express gratitude. Remember that complaints contain valuable lessons.  So, the next time a client complains, try thanking her for taking the time to bring the issue to your attention.