Managing patient complaints to improve your practice.

Wright, M; Haysom, G

Managing patient complaints to improve your practice.

Wright, M

Haysom, G

Permalink

Publisher:: The Royal Australian College of General Practitioners
Publication Type:: Journal Article
Citation:: Aust J Gen Pract, 2023, 52, (12), pp. 848-851
Issue Date:: 2023-12

Closed Access

	Filename	Description	Size
	AJGP-12-23-6901-FO-Wright-Managing-Patient-Complaint-WEB.pdf		121.39 kB	Adobe PDF	View/Open

Copyright Clearance Process

Recently Added
In Progress
Closed Access

This item is closed access and not available.

Full metadata record

Field	Value	Language
dc.contributor.author	Wright, M https://orcid.org/0000-0003-2708-4753
dc.contributor.author	Haysom, G
dc.date.accessioned	2024-01-15T00:03:33Z
dc.date.available	2024-01-15T00:03:33Z
dc.date.issued	2023-12
dc.identifier.citation	Aust J Gen Pract, 2023, 52, (12), pp. 848-851
dc.identifier.issn	2208-794X
dc.identifier.issn	2208-7958
dc.identifier.uri	http://hdl.handle.net/10453/174419
dc.description.abstract	BACKGROUND: Increasing numbers of patient complaints to regulators suggest practices need effective systems to manage and address patient concerns. Many patient complaints can often be dealt with at a practice level, but patients can have difficulty reporting negative experiences directly. OBJECTIVE: This article explores the benefits of having a system to accept and deal with patient feedback within a practice and identifies barriers preventing patients from raising their concerns directly. DISCUSSION: Managing patient complaints well at a practice level can prevent them escalating, as well as offering insights to reduce risk and improve patient care. Understanding factors that inhibit patients from raising concerns, or prevent staff from being able to accept and deal with complaints, allows an opportunity for practices to implement strategies to address these barriers and support patients and staff. Effective strategies include process improvements, as well as cultural changes and support for those managing a complaint process.
dc.format	Print
dc.language	eng
dc.publisher	The Royal Australian College of General Practitioners
dc.relation.ispartof	Aust J Gen Pract
dc.relation.isbasedon	10.31128/AJGP-07-23-6901
dc.rights	info:eu-repo/semantics/closedAccess
dc.subject	1103 Clinical Sciences, 1117 Public Health and Health Services
dc.subject.classification	General & Internal Medicine
dc.subject.classification	3901 Curriculum and pedagogy
dc.subject.classification	4203 Health services and systems
dc.subject.mesh	Humans
dc.subject.mesh	Patient Satisfaction
dc.subject.mesh	General Practice
dc.subject.mesh	Humans
dc.subject.mesh	Patient Satisfaction
dc.subject.mesh	General Practice
dc.subject.mesh	Humans
dc.subject.mesh	Patient Satisfaction
dc.subject.mesh	General Practice
dc.title	Managing patient complaints to improve your practice.
dc.type	Journal Article
utslib.citation.volume	52
utslib.location.activity	Australia
utslib.for	1103 Clinical Sciences
utslib.for	1117 Public Health and Health Services
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Health
pubs.organisational-group	/University of Technology Sydney/Strength - CHERE - Centre for Health Economics Research and Evaluation
pubs.organisational-group	/University of Technology Sydney/Faculty of Health/Centre for Health Economics Research and Evaluation
utslib.copyright.status	closed_access	*
dc.date.updated	2024-01-15T00:03:32Z
pubs.issue	12
pubs.publication-status	Published
pubs.volume	52
utslib.citation.issue	12

Abstract:

BACKGROUND: Increasing numbers of patient complaints to regulators suggest practices need effective systems to manage and address patient concerns. Many patient complaints can often be dealt with at a practice level, but patients can have difficulty reporting negative experiences directly. OBJECTIVE: This article explores the benefits of having a system to accept and deal with patient feedback within a practice and identifies barriers preventing patients from raising their concerns directly. DISCUSSION: Managing patient complaints well at a practice level can prevent them escalating, as well as offering insights to reduce risk and improve patient care. Understanding factors that inhibit patients from raising concerns, or prevent staff from being able to accept and deal with complaints, allows an opportunity for practices to implement strategies to address these barriers and support patients and staff. Effective strategies include process improvements, as well as cultural changes and support for those managing a complaint process.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/174419