Sample interview questions: How do you handle and resolve patient complaints or concerns?
Sample answer:
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Listen actively and attentively to the patient’s complaint or concern. Refrain from interrupting, show empathy, and try to understand the patient’s perspective.
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Acknowledge the patient’s feelings. Let the patient know that you understand their frustration, anger, or disappointment.
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Apologize for the inconvenience or distress caused to the patient. Even if the complaint is unfounded, an apology can go a long way in resolving the issue.
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Investigate the complaint or concern thoroughly. Gather all relevant information, including medical records, nursing notes, and any other pertinent documentation. Interview the patient, family members, and staff members involved in the care of the patient.
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Take appropriate action to address the complaint or concern. This may involve changing a treatment plan, providing additional support to the patient, or disciplining a staff member.
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Communicate the results of your investigation and the actions taken to the patient.<... Read full answer
Source: https://hireabo.com/job/2_4_3/Health%20Services%20Administrator