Monday, June 10, 2013

Dr. Malpani’s Guide to Patient Complaints: Every Complaint Is a Gift



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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