By treating appeal to the active complaint management Berlin, 25.10.2010 – “patient complaints are important impulses for the continuous improvement of practice processes”, Ute C. Amting, corporate and medical consultant says the Kock & Voeste GmbH. Ute C. Amting advises doctors and dentists for many years in the area of quality management and advises the practice operators to give an importance complaint management within the quality system. Patient complaints as an opportunity “Patients who complain want to come back,” Amting explains.
Most patients, so the consultant, would address only very rarely open an instance of maladministration. Unless all the more important therefore, to handle patient complaints professionally and constructively and to analyse the complaint, and to use the information for the continuous improvement of the practice. How you can not only recorded complaints of the practice team, but managed, that conveys the consultant nationwide in their lectures, seminars and individual training for medical and dental practices. “A positive attitude of the practice team to patient complaints is the first step to understand complaints as an opportunity,” says Ute C. Amting. Anchor complaint management quality system is the handling of patient complaints firmly anchored in the quality system of practice and all staff know the expiration, the responsibilities and the necessary steps, then complaints are an important source of information for the continuous improvement of procedures in the medical or dental practice. Documentation of complaints is just as much the complaint management like the later review whether abuses were removed successfully and to the satisfaction of the patients and practice processes sustainably improved.
Encourage complaints and improve success check be patient about a note in practice actively for the expression of grievances prompted, they feel taken seriously and provide other important information about improvements, of which Benefit patients and the entire operation of the practice. The process is a cycle of complaint stimulation, reception, processing and review of patient satisfaction, as well as the overall success. The patient loyalty increases, then this is a strong signal that in addition to medical services practice dealing with complaints constructive and optimally handled. Practice team could learn so Ute C. Amting, easily secure, objective and constructive handling of patient complaints communication training for successful complaint management in professional communication training with role-playing and practical examples. “Such training prepares optimally staff a complaint call. They receive tips, get to know the conversation structure and the process, learn what positive benefits it for the practice and the patient binding from a complaint call pull and learn why they should love complaints instead of afraid to.” Learn more about the seminars of Kock & Voeste GmbH at Company description the Kock & Voeste GmbH is an owner-managed consultancy based in Berlin that specializes in advising physicians and dentists in private practice and in cooperation.