How do you handle patient complaints and grievances in an ambulatory care setting?

Sample interview questions: How do you handle patient complaints and grievances in an ambulatory care setting?

Sample answer:

1. Acknowledge and Validate: Actively listen to the patient’s concerns without interrupting or becoming defensive. Show empathy and acknowledge their feelings. Validate their experience by saying, “I understand your frustration/concern, and I want to help resolve this issue.”

2. Gather Information: Ask open-ended questions to gather specific details about the complaint. Obtain information such as:

3. Patient’s name, date, and time of the incident
4. Nature of the complaint (e.g., medication error, long wait time, rude staff)
5. Specific details of the incident, including names of staff involved

6. Any documentation or evidence supporting the complaint

7. Document the Complaint: Document the complaint thoroughly and accurately, including all relevant information gathered from the patient. Note the patient’s emotional state and your response.

8. Initiate an Investigation: Depending on the severity of the complaint, initiate an internal investigation. This may involve gathering statements from staff involved, reviewing medical records, or consulting with other healthcare providers.

9. Communicate with the Patient: Keep the patient informed of the progress of the investigation. This demonstrates transparency and shows that their concerns are being taken seriously.

10. Resolve the Complaint: Based on the outcome of the inve… Read full answer

    Source: https://hireabo.com/job/2_0_22/Ambulatory%20Care%20Nurse