Semin Med Pract  2001 Jun ;4(2):17-28 How to respond to a formal patient complaint McCleave SH Physicians who receive a formal patient complaint for the first time may experience an emotional reaction of frustration and confusion. However, a physician who is willing to view complaints as constructive criticism may find that they are useful tools for quality improvement. The author offers some reasons why patients file formal complaints and describes how mediating agencies typically handle them. Practical steps for negotiating the emotional reaction to a formal complaint and for crafting an effective response are provided, as well as suggestions for learning from a complaint. Journal article Free Download Search the Turner White index to find abstracts of articles published in SMP. Back to previous page
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