How to Manage Customer Complaints Part 2

In Part 1 of our discussion on Customer complaints, we discussed topics such as where different sources of complaints originate from. Here, we will discuss how to respond to a complaint.

How do you respond to a complaint and who responds to a complaint?

Once a complaint has been received, one person within the organisation needs to oversee the process.  Depending on the nature of the complaint, guidance may need to be sought from all the providers involved.  In some medical cases, Doctors may need to contact Medical Protection Society (MPS), or similar, for guidance on the best way to respond.

Have a clear process in place to manage complaints.

• Acknowledge the complaint,
• Record the complaint in a register,
• Contact all parties involved for feedback on the complaint,
• Set clear timeframes to gather all information,
• Respond within the recommended timelines,
• Responses should be implemented by the General Managers (GM), Practice Manager, Clinical Directors or someone with similar authority,
• Some complaints can be managed more effectively by specific departments. For example, account queries can often be remedied quickly by your accounts department contacting the person and explaining the charges,
• Have a review process where all complaints are reviewed at a senior level and are used to improve services,
• Have additional training in place for staff.

Use team meetings or huddles as an opportunity to discuss complaints that are specific to the team.  Often when an area is identified, others have had similar experiences and it can be addressed as a team.  Engaging with the team will create ideas and solutions to improve the patient experience.    

For Medical clients this resource might be helpful

HDC – Complaints Management guide for General Practice

If you need help streamlining your processes, or any help with the above for your organisation, you can contact our Vertical Specialist, Debbie Cripps.

Debbie Cripps