The increasing demands and unrealistic expectations of patients are a big challenge. As it becomes more difficult to keep patients happy, complaints rise.
Often patients don’t know what to expect, and don’t know what’s possible and what’s not. It’s better to manage your patients’ expectations, as many complaints can be avoided.
Start by understanding the patient’s perspective and then following some basic steps.
DON’T CREATE COMPLAINTS.
Don’t promise what can’t be delivered. Under-promising is a better tactic and allows you to exceed expectations.
BE TRANSPARENT.
Make policies visible and follow them. If problems arise tell the patient immediately and before they tell you.
GIVE CLEAR TIMELINES.
If you set a deadline stick to it. It pays to add an extra cushion to cater for unforeseen events.
BE UNDERSTOOD.
Remember that each patient is different and will have different needs and levels of understanding. Try to avoid medical terminology, abbreviations and jargon.
KEEP ACCURATE RECORDS.
Should a disagreement arise, you may need to present the facts. You’ll be better protected if they’re up to date and accurate.
If you want to reduce unreasonable requests and complaints, try managing patient expectations better.