How can you prevent patient complaints by working with their families?

As a case manager, you know how important it is to provide quality care and support to your patients. But sometimes, despite your best efforts, you may encounter complaints from unhappy or dissatisfied patients or their families. These complaints can affect your reputation, your relationship with your patients, and your job satisfaction. How can you prevent patient complaints by working with their families? Here are some tips to help you communicate and collaborate effectively with your patients' families and avoid potential conflicts.

1 Understand their needs and expectations

One of the first steps to prevent patient complaints is to understand the needs and expectations of your patients' families. What are their goals, concerns, preferences, and values? How do they cope with stress, uncertainty, and grief? How do they communicate and make decisions? By asking open-ended questions, listening actively, and showing empathy, you can gain insight into their perspectives and tailor your interventions accordingly. You can also clarify your role and responsibilities as a case manager and explain the services and resources available to them.

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Narayanachar Murali

Gastroenterology/ GI Endoscopy / Hepatology / Clinical trials / New drug development/ New device development
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In practices where the physician meets, greets patient and families, listens to them carefully without distraction and evaluates them appropriately, communicates with understandable email or phone call, these problems are very rare. Corporate employment removes these basic tenets of honest, clean communication from workflow and imposes needless barriers, especially with luddite employees stuck on EMR screen and Press Ganey scores.. Physicians need to set the code of conduct of employees in a practice. Everything else follows...

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Satyanarayan H.

Chief Medical Officer @ Access Pediatric | Telemedicine
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Sometimes patients’ expectations may be unrealistic or not feasible. Clearly explain upfront what can be achieved in today’s visit or not. For example, a parent with a 10 year old child with chronic cough, undergoing a chest CT scan ordered by a pulmonologist may expect that the CT scan is going to give all the answers. In reality, it may give the answers we are looking for or may not. Explaining the uncertainty in the initial visit upfront prior to ordering the CT scan would help prepare the parent for uncertainty and avoid any surprises or unpleasant experiences.

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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Understand their needs and expectations: Actively listen to both the patient and their family's concerns and expectations to tailor care plans that meet their specific needs and preferences.

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2 Involve them in the care plan

Another way to prevent patient complaints is to involve your patients' families in the care plan. By involving them, you can foster a sense of partnership, trust, and respect. You can also ensure that the care plan is realistic, feasible, and aligned with the patient's and the family's wishes. To involve your patients' families in the care plan, you can invite them to participate in meetings, discussions, and reviews. You can also solicit their feedback, suggestions, and questions. You can also educate them about the patient's condition, treatment options, and expected outcomes.

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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Involve them in the care plan: Include the family in decision-making processes regarding care plans to ensure their input is considered, fostering a sense of collaboration and trust.

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3 Communicate regularly and clearly

A third way to prevent patient complaints is to communicate regularly and clearly with your patients' families. By communicating regularly, you can keep them informed, updated, and reassured. You can also address any issues, concerns, or complaints before they escalate. By communicating clearly, you can avoid misunderstandings, confusion, and frustration. You can also ensure that your messages are consistent, accurate, and respectful. To communicate regularly and clearly with your patients' families, you can use various methods and channels, such as phone calls, emails, texts, or letters. You can also use simple, plain, and non-technical language. You can also confirm their understanding and ask for confirmation.

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Cynthia Muhonja, R.N.

Nursing Health and Wellness Consultant
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Communicating regularly works well because there is a lot that patients do not have control of. They do not know the processes that go on in the hospitals or clinics or nursing homes, and expect a TV-like experience, Sometimes walking them through the process gives them a sense of direction so that they have a place to start navigating this new world of healthcare complexity,

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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Communicate regularly and clearly: Ensure continuous, clear, and transparent communication with the family about the patient's progress, changes in care plans, and any issues that arise.

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4 Respect their diversity and preferences

A fourth way to prevent patient complaints is to respect the diversity and preferences of your patients' families. By respecting their diversity, you can acknowledge and appreciate their differences in culture, religion, ethnicity, language, gender, age, or disability. You can also avoid stereotypes, biases, or assumptions that may offend or hurt them. By respecting their preferences, you can honor and support their choices, values, and beliefs. You can also accommodate their needs and requests as much as possible. To respect the diversity and preferences of your patients' families, you can learn about their backgrounds, traditions, and customs. You can also ask them about their preferences and expectations. You can also use interpreters, translators, or cultural brokers if needed.

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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Respect their diversity and preferences: Acknowledge and respect the cultural, religious, and personal preferences of the patient and their family to provide care that is sensitive to their unique background.

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5 Collaborate with other professionals

A fifth way to prevent patient complaints is to collaborate with other professionals involved in the patient's care. By collaborating with other professionals, you can ensure that the patient's care is coordinated, integrated, and comprehensive. You can also avoid duplication, inconsistency, or gaps in the services and resources provided. You can also leverage the expertise, skills, and perspectives of other professionals to enhance the quality and effectiveness of the care. To collaborate with other professionals, you can establish and maintain good working relationships with them. You can also communicate and share information and feedback with them. You can also participate in multidisciplinary teams, committees, or networks.

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Charles Umeh

Public Health Physician and Telemedicine Expert. Family Planning Advocate, UNDP Awardee and USAID YALI alumni..
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Collaborate with other professionals: Work closely with a multidisciplinary team, sharing insights and information about the patient's and family's needs to ensure a cohesive and comprehensive approach to care.

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6 Follow ethical and legal standards

A sixth way to prevent patient complaints is to follow ethical and legal standards in your practice as a case manager. By following ethical and legal standards, you can protect the rights, interests, and safety of your patients and their families. You can also avoid malpractice, negligence, or misconduct that may harm or jeopardize them. You can also uphold your professional integrity, credibility, and accountability. To follow ethical and legal standards, you can adhere to the codes of conduct, policies, and procedures of your organization and profession. You can also obtain informed consent, respect confidentiality, and maintain documentation. You can also seek guidance, supervision, or consultation if needed.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you prevent patient complaints by working with their families?

1

2

3

4

5

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1 Understand their needs and expectations

2 Involve them in the care plan

3 Communicate regularly and clearly

4 Respect their diversity and preferences

5 Collaborate with other professionals

6 Follow ethical and legal standards

7 Here’s what else to consider

Case Management

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How can you prevent patient complaints by working with their families?

1

2

3

4

5

6

7

1 Understand their needs and expectations

2 Involve them in the care plan

3 Communicate regularly and clearly

4 Respect their diversity and preferences

5 Collaborate with other professionals

6 Follow ethical and legal standards

7 Here’s what else to consider

Case Management

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