How to Handle a Patient Complaint at a Dental Clinic?
A complaint is an expression of annoyance, dissatisfaction, or pain. Responding to a complaint is an opportunity to demonstrate what can be done for patients. Service evaluation has a significant emotional component: two different patients may rate the same service as excellent or as unacceptable.
1. Process for Handling a Complaint at a Dental Clinic
1.1. Say “Thank You”
A complaint should be viewed as a gift, and therefore, you should express gratitude for it, since maintaining a positive attitude toward it will help resolve it as soon as
possible.
It’s also important to maintain eye contact, nod your head, and offer a friendly smile.
This helps set the tone for the conversation ahead.
1.2. Explain that we appreciate the complaint
Understanding the complaint will help the clinic address the problem more effectively: “I’m glad you brought your complaint to our attention.”
Keep in mind that many patients don’t complain, but simply leave and never return—and they’ll also speak ill of our clinic. That’s why we must acknowledge and appreciate the complaint and resolve it.
1.3. Apologize for the mistake
Don’t apologize right away, since an apology loses its impact if it’s offered at the beginning of the conversation.
At this point, it’s best to use “I” instead of “we.” It comes across as more sincere, because only “I” am aware of the complaint; the others know nothing about it.
Apologizing does not mean agreeing with the patient. For example, at a funeral you might say “I’m sorry.” Does that make you responsible for the death? No, it just means you’re sorry about what happened.
1.4. Promise to Take Immediate Action
After apologizing, we need to assure the patient that action will be taken: “We’ll do everything we can to resolve the problem as quickly as possible.”
This will help the patient feel more at ease, because they sense that their complaint will lead to a resolution.
1.5. Asking for the Necessary Information
Ask only for the information you need to know, so you don’t have to contact the patient again to request more details.
It’s a good idea to ask the patient what you can do to satisfy them or to explain what you’ll do to address their problem. Often, the patient doesn’t want anything in return; they just want you to be aware of what happened.
1.6. Correct the error as quickly as possible
Patients appreciate it when the problem is resolved quickly, since prompt responses are taken more seriously.
1.7. Check whether the patient is satisfied
Follow up by contacting the patient to find out if they are satisfied, so you can verify that the problem has been resolved
.
1.8. Prevent future errors
All clinic staff should be informed about the complaint to prevent it from recurring in the future.
