When filing a complaint, most patients want to have their stories heard. That’s why validation is key to addressing these complaints. Remember that apologizing for a patient’s bad experience is not an admission of guilt but a statement of support. In this lesson, you will learn the seven important steps to approaching a patient who has filed a complaint.
There are specific and definable skills that can help you communicate with your patients. Every clinician should be able to build trust, adapt their communication to patients of different backgrounds, and structure difficult conversations. Mastering these skills will make you a better clinician.