Question

When handling a patient complaint, which one of the following would be most appropriate?

a) Ignore the complaint
b) Listen attentively and empathize
c) Argue with the patient
d) Refer the patient to another facility

Answer 1

When handling a patient complaint, it is most appropriate to listen attentively and empathize with the patient.

Step-by-step explanation:

When handling a patient complaint, the most appropriate response would be to listen attentively and empathize with the patient. This shows that you are taking their concerns seriously and that you care about their experience. It is important to actively listen to their complaint and validate their feelings, even if you may not agree with them.

Arguing with the patient or ignoring the complaint would only escalate the situation and create a negative experience. Referring the patient to another facility may be an option in certain cases where their concerns cannot be addressed within your facility, but it should not be the immediate response.