What are effective strategies for managing patient complaints in a dental practice?

Dentists are just like any other business person when it comes to managing a patient's or a customer's complaint. In short, be honest and do the right thing. Don't make excuses as things can happen, such as a doctor running late, but do apologize and let the patient know that you value both their time and opinion and you will do your best moving forward.

Its very simple. Be there for your patients. When a patient is upset..ask "what can i do to make you happy"? Be sincere, show that you truly care. Doctors are very compassionate people and want to be liked by all. It is your natural intution to try and make people happy. The patient trusts you and your team, just make things right ..thats all they want.

The points mentioned are correct but to add on: May be you can offer them free check ups for couple of months The next time they call make sure you handle them and not your staff. The last point is apologize for the mistake you did and make sure you stand by your words to resolve it.

Listen! The best thing to do for someone in pain, is to listen and understand their situation rather than just trying to answer to their problems. This would help to communicate efficiently and effectively while giving a solution. Empathize! Feel empathic to relate their pain like you would do as if you are them in the same situation. Show that you care and are available for them. Appreciate! Be kind and appreciate their efforts to share their pain with you. Respond! Once you are aware of the case, cause and concern, be pro active in taking steps during further tests or treatments that would elevate them from their situation at the earliest. Feedback Be positive, constructive and caring while sharing results.

I worked for the Japanese for some time and they use the words "Customer Service" to mean producing products and services with no complaints. Are complaints truly totally inevitable in densistry?

I will break it down into bullet points. * Listen to your client, there is always a lesson or a reason for the complaint. * Be empathetic, not everyone reacts the same way. * Ensure you follow through in resolving the issues or giving feedback even if it is not a favourable resolution. * Put a human face to things while conversing, CONNECT you are no robot. * Finally understand that you might not retain that patient but let that person go away with a compassionate human being. * Finally do not make promises you cannot keep all in the name of Retention. It will come back to hurt the company.

In my experience, clinicians can be hesitant to apologise, for fear it could be used as an admission of fault or negligence. However, in some countries, like England, there is legislation that protects an apology being considered an admission of negligence. In England, this is 'the Compensation Act 2006' which states “An apology, an offer of treatment or other redress, shall not of itself amount to an admission of negligence or breach of statutory duty” I would always ALWAYS recommend seeking advice from your indemnity provider if you are unsure about how or when you should apologise following a complaint.

Is it possible to ask what would be a solution? Offering a discount on future service after a mistake in the service was made appears a bit challenging. Are there any other offers than discounts and free services? Is a text personal enough to meet the expectations of empathy and listening - it feels self serving rather than empathetic.

No one likes to feel they are being backed into a corner, so where possible try and offer the complainant options. Even if that option is a secondary review of their complaint. This can support the complainant in feeling part of the resolution process, rather than an outcome being forced upon them. It's also really important to establish the desired outcome from the complainant. For example, if they want something that is not possible, it's important to clarify this early on, and to outline the possible solutions you may be able to offer, following an investigation. This works to prevent the complaint from escalating further due to dissatisfaction. Always underpromise and over-deliver!

Validating the patient’s complaint and offering a solution is essential to maintaining a relationship with the patient. No, is just not enough of an answer in customer service and patient care. Patients need to heard and cares for. Listening is not enough. A solution and follow up is needed. No one likes empty promises.