Question

A patient is complaining about your care, how would you deal with the situation?

Options:
a) Ignoring the complaint, assuming it will resolve on its own.
b) Acknowledging the concern, investigating, and addressing it professionally.
c) Becoming defensive and dismissing the complaint.
d) Avoiding the patient, hoping the issue will be forgotten.

Answer 1

When a patient complains about your care, it is important to address the situation professionally and with respect. Ignoring or avoiding the complaint are not appropriate responses.

Step-by-step explanation:

When a patient complains about your care, it is important to address the situation professionally and with respect. Ignoring the complaint (option a) or avoiding the patient (option d) are not appropriate responses. Instead, you should acknowledge the concern, investigate the issue, and address it professionally (option b). This involves listening to the patient, asking questions to understand their concerns, and taking appropriate steps to address them.

An example of how to deal with such a situation could be:

Acknowledge the complaint by thanking the patient for bringing it to your attention. Listen actively and empathetically to their concerns, asking clarifying questions if needed. Investigate the issue by reviewing the patient's care records and speaking with other staff involved. Address the complaint professionally by discussing the findings with the patient, providing an explanation or apology if necessary, and taking appropriate steps to rectify the situation.