Handling patient complaints is an integral part of healthcare. It provides an opportunity for reflection, learning, and improving the quality of care. Responding to complaints is often viewed with apprehension by healthcare professionals but, if approached correctly, complaints can be catalysts for positive change.
In this guide, we explore the common causes of patient complaints and what motivates patients to raise concerns, and provide practical advice on how to respond to patient complaints effectively. We will also examine the importance of the Duty of Candour and offer some key strategies for handling both written and verbal complaints.
The emotional impact of receiving a complaint
Whether it is a written or verbal complaint, receiving a complaint at work can trigger a variety of emotions, varying from to defensiveness and frustration to guilt.
These emotions are understandable, especially for professionals who are committed to providing the best care. However, it’s important to approach responding to complaints calmly and constructively. When faced with an unexpected complaint, it’s helpful firstly to ask yourself three key questions:
- What am I thinking?
- What do I feel?
- What do I do now?
This self-reflection helps to channel emotions into a more objective response. Instead of viewing a complaint as a personal attack, it could be seen as an opportunity to gain an accurate understanding of the patient’s perspective and ultimately, if appropriate, to improve the service and care being provided.
Why do patients complain?
Understanding the motivations behind patient complaints is crucial to responding appropriately. NHS data from 2021-22 recorded over 225,000 written complaints, with the top issues in Hospital and Community Health Services (HCHS) being:
1. Communication issues (17.4%)
2. Patient care concerns (12.7%)
3. Behaviour and values (10.6%)
Suboptimal communication is the most frequent source of complaints. This often stems from a breakdown in communication between multiple clinicians, lack of taking responsibility, or misunderstandings about informed consent. Patients might not feel listened to, or may not fully understand the information they’ve been provided with.
Other common complaints involve:
- delayed or incorrect diagnoses
- post-surgery complications
- inappropriate behaviour
- breaches of confidentiality.
What outcome are patients looking for when they complain?
Patients don’t typically complain to cause trouble; they often want resolution and reassurance. Patients typically look for the following when they file a complaint:
An apology: A sincere expression of regret for their negative experience.
Acknowledgement: The patient wants to know that their concerns are being heard and taken seriously.
An explanation: Patients need clarity on what went wrong and why.
An investigation or action: The patient expects that steps will be taken to understand the situation and prevent it from happening again.
Accountability: The patient wants someone to take responsibility for what has happened.
Compensation: In some cases, financial restitution may be sought, but this is often secondary to wanting a resolution.
The Duty of Candour
One of the most significant obligations for healthcare professionals is the Duty of Candour. This duty requires us to be open and honest with patients when something goes wrong. It’s not just about admitting errors; it’s about transparency, accountability, and maintaining trust.
The Duty of Candour applies in cases of adverse events, but it also extends to situations where a patient is dissatisfied – even if no actual error occurred. Responding openly and with clear communication can help mitigate the damage caused by the incident and maintain a patient’s trust.
How to respond to written complaints
When responding to written complaints, it’s essential to follow a structured and professional process. Here are some best practices to guide your response.
Acknowledge the complaint promptly
All formal complaints should be acknowledged in writing within three working days. This lets the patient know that their issue is being taken seriously and action is being taken.
Be clear and personal
Avoid using medical jargon and instead write in the first person. Your response should clearly outline your involvement in the case and respond directly to each of the patient’s concerns. Take care to personalise your response, to show that their complaint has been heard and understood.
Provide a detailed account of what happened
Offer a clear and detailed explanation of what happened, outlining your involvement in the situation. Don’t speculate about other clinicians’ actions – only comment on the parts of the case you were directly involved in.
Document everything
It’s vital to document all stages of the complaint process. This includes written records of conversations, decisions, and actions taken. Good documentation ensures transparency and protects both you and the patient.
Involve your team
Complaints often provide valuable learning opportunities. Involve your team in the discussion to understand what went wrong and share learning points to improve practice in the future.
Offer to meet the patient
Sometimes, written communication alone is not enough. Offering a face-to-face meeting with the patient can provide additional reassurance and an opportunity for further clarification.
How to respond to verbal complains: The S.A.F.E.R. framework
Verbal complaints are often more emotionally charged and require an immediate, compassionate response. I have created S.A.F.E.R. – a conversation framework for handling verbal complaints:
S – Sorry: Start by expressing genuine regret for the patient’s experience. A simple “I’m sorry that you experienced this” can go a long way in showing empathy.
A – Acknowledge: Actively listen to the patient’s concerns. Make sure you fully understand their perspective by asking open questions and clarifying points if necessary.
F – Find out more: Let the patient know that you will investigate the situation. Gather all relevant facts before providing any further information.
E – Empathise and Explain: Show that you understand the patient’s feelings and explain the next steps. Summarise what you’ve heard and validate their emotional response.
R – Reassure and Review: Reassure the patient that their complaint is being taken seriously, and explain the next steps. Let them know that they will have the opportunity to ask further questions or review any findings.
When to escalate a complaint
Not all complaints can be resolved immediately. If a complaint cannot be resolved to the patient’s satisfaction within 24 hours, it usually needs to be treated as a formal complaint. This involves documenting the complaint, acknowledging it within three working days, and conducting a thorough investigation.
It’s essential to keep the patient informed throughout this process and provide a clear timeline for the investigation. If the patient remains dissatisfied, they should be informed of their right to escalate the matter further to an external body, such as the Ombudsman.
Looking for support in managing complaints?
Responding to patient complaints is a challenging but essential aspect of healthcare practice. By understanding the reasons behind complaints, following the Duty of Candour, and using structured approaches for written and verbal responses, healthcare professionals can handle complaints effectively and professionally. These moments, though difficult, provide valuable opportunities to improve patient care and strengthen relationships between patients and providers.
At Xytal, we offer expert training and support to help healthcare organisations navigate the complexities of complaint handling. Whether you’re looking to improve communication strategies or train your team in managing patient concerns, we can help.
