Patients have the perception that
physicians are omnipotent, but when a patient feels that a physician hasn’t met
their expectation they most likely will complain. Other factors that will initiate patient
complaints are fear of diagnosis, lack of understanding and lack of desire to
comply with treatment modalities. While physicians focus on the physical
manifestation of their patients, the emotional components have a far greater
impact. That’s why I feel it’s important for physicians to see every complaint
as a gift. Given enough opportunities to address patient complaints, I know
that I can improve the outcome and overall general wellbeing of my patients by
not running from or minimizing their concerns.
Each complaint needs to be taken seriously and evaluated in the context
from which it originates.
Providing appropriate education
on disease process and diagnosis at a level the patient can understand is a key
factor in preventing patient complaints. I always allow my patient time to
consider the information and formulate questions. This gives the patient a
feeling of control. I am sure to answer these questions in a non-judgmental
manner, which puts the patient at ease and increases my estimation in the eyes
of the patient instead of diminishing it.
Changing poor health habits as an
adult is one of the most difficult things a patient can do. I believe that setting
small obtainable goals will help my patients be successful in changing their
behavior and will increase their desire to comply. Remember, patients are
frightened and lack the knowledge that we have, so I always consider it an
opportunity for growth for both myself and my patient when they offer the gift
of a complaint.
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