By Dispex
Addressing patient concerns and complaints is a key responsibility for the Dispensary team.
These interactions, though sometimes challenging, present valuable opportunities to improve
patient satisfaction, strengthen trust, and enhance the quality of care. By handling concerns
professionally and adhering to established procedures, you can transform potential conflicts
into positive outcomes. It’s common for complaints and concerns to be handled with the
support of your Dispensary or Practice Manager, depending on the severity of the issue.
Concerns vs. Complaints
A concern reflects a patient’s unease or worry about their medical care or treatment.
Common examples include:
- Questions about treatment plans
- Side effects from medication
- General communication issues
Concerns are normally less formal and may not escalate to an official complaint, but they
are equally important. They provide insight into patient perceptions of the practice and
require proactive attention.
A complaint is a formal expression of dissatisfaction about any aspect of a patient’s experience.
This could include issues such as:
- Quality of care received
- Communication with staff
- Out of stock medication
- Medication errors
- Administrative processes
- Any other aspect of the patient’s interaction with the practice.
Complaints serve as critical feedback that need to be actioned. They highlight areas that
need attention and development.
Key Skills for Effective Handling
- Active Listening: Create a supportive environment where patients feel heard. Pay
full attention, validate emotions, and maintain confidentiality.
- Empathy and Compassion: Show understanding and reassurance. Patients need
to know their concerns or complaints are taken seriously.
- Effective Communication: Clearly explain the steps involved in resolving the issue, provide
timelines, and keep the patient informed throughout the process. Having the practice’s
complaint procedure on hand is highly recommended.
- Problem-Solving: Identify root causes and collaborate with the patient and other team members
to find practical solutions.
- Conflict Resolution: Stay calm and composed, focusing on mutually beneficial outcomes. But if a
situation escalates to aggression, invoke the NHS’s “zero tolerance policy,” remove yourself safely, and
report the incident.
By approaching these situations with professionalism, empathy, and clear communication, you can
ensure that patients feel valued and supported, fostering a positive relationship with the dispensary
and the broader practice.
For a comprehensive overview please refer to the “Handling Patient Concerns and Complaints”
section in
our Dispensary Managers Guide (Pages 17-23). In this section, we will delve into the key skills
needed to manage complaints, the steps for handling them effectively, and practical examples of
resolution. Members can access the free online guide here. Prefer a paper copy, click here for
further details.
