Handling Complaints in the Medical
1-Hour CareerTrack Webinar
Keeping patients happy and healthy are the two
most critical functions of any medical office. Interacting with and helping
others can be a rewarding experience as well as a very challenging one. Not all
patients come through the door willing to cooperate with everything you ask, and
it can be tempting to view everyone who comes in as a complaint waiting to
happen. Although it's frustrating when you can't control what the person is
unhappy about — and many times you can't — there are several strategies you can
employ to respond to complaints with professionalism and tact when they do
It is important to remember that people are not only your patients; they are
also your customer. If you're not careful, a simple complaint can escalate into
a big problem, and could even cost your organization money in the form of a
lawsuit or lost business.
Does every associate in your medical office know how to handle these
The waiting room is full of crying babies,
coughing and sneezing patients, and you keep hearing the phrases: "I've been
waiting for half an hour," "I was here before that person you just called in,"
"I couldn't find a place to park," or "It's too hot/cold in here".
An anxious parent is insisting on viewing their teenager's medical chart. How do
you address his/her concerns without violating HIPAA regulations?
You're on the phone with one patient while another approaches the counter in a
frenzy. Who deserves your undivided attention?
One of the easiest and most effective ways to
defuse a situation quickly can be to offer a simple apology. Studies show that a
customer who receives an apology is less likely to become more upset or threaten
legal action, and more likely to feel appreciated and calm down. This webinar is
a must-attend if you want to ensure your organization can avoid the danger of
losing customers or facing legal action due to poor patient interaction.
In just one information-filled hour, you'll learn:
- What to say to the person who's unhappy with
their insurance (or even the healthcare industry in general!) but takes it out
- Non-verbal cues that demonstrate you're
listening to a person's complaint and taking it seriously
- How to empathize without admitting guilt
- When a sympathetic response isn't a good idea,
and how it can get you into hot water
- Ways to use open-ended and close-ended
questions to maximize the information you get from people
- Why you should give patients or family members
a form to document their complaints
- The five times when you need to say "Thank
you" to a visitor
- Simple changes you can make to your office's
layout to make it more comfortable for visitors
- And much more!
Who will benefit?
Doctors, nurses, front desk personnel, office managers, clinical technicians,
accounting staff — anyone who interacts with patients on a day-to-day basis will
benefit from this one-hour session.
Don't let a simple complaint about room temperature spiral out of control into a
shouting match. You and your team will learn how to properly deal with
complaints to increase patient satisfaction and retention, avoid legal hassles,
and keep your waiting room running smoothly!
WEBINAR Start Time: 1-Hour CareerTrack Webinar
2 pm Eastern
1 pm Central
12 pm Mountain
11 am Pacific
10 am Alaskan
9 am Hawaiian
and CD - US $248
- US $199
Only - US $199
Immediately following the Webinar, the phone line
will be opened up to conference participants who wish to submit questions to our
speaker, time permitting.