Risk Management

Tips

When risk management is discussed, the subjects of communications and systems are always mentioned. Furthermore, how these topics create patient satisfaction and prevent patient injuries is of utmost importance. Another term that frequently is mentioned is quality of care. Quality of care is difficult to define and even more difficult to measure. Some authorities have the opinion the best measure of quality of care is directly related to patient or customer satisfaction. It is, therefore, important that the systems and communications of an office support patient satisfaction.

Patient satisfaction becomes an important issue not only with risk management but with the promotion of the business of medicine. There is no doubt that satisfied patients are less likely to institute a malpractice claim. Satisfied patients are an important component to a clinic’s growth and retention of its patient base.

When patients are not satisfied with their office encounter, most do not voice their complaints. Studies have indicated up to 96% of patients do not complain when dissatisfied. If they do complain it will usually be to a clinic employee. It is much less likely that patients will address their complaints directly to the physician. With this being said, most complaints are driven by a strong desire for things to improve in the clinic the patient has chosen. If the patient wants to discuss a problem it is an opportunity for the staff to listen objectively to the concerns. When the patient voices a desire to speak directly to the physician regarding a complaint, arrangements for this communication should be handled promptly. This dialogue may be emotionally charged, especially if it is associated with an unexpected outcome.

Patient complaints should be viewed as an opportunity for feedback to evaluate the operations of the office and assist in continued improvement. If patients are listened to, and their complaints seriously dealt with, it may be mutually beneficial. Patients that have unresolved complaints will tell between 8-10 people their opinion. It is not hard to determine the negative business impact of this network on a clinic.

Patient satisfaction surveys, as well as listening, appreciating and responding to patient complaints are sound business principals. In summary, we do feel risk management issues affect the bottom line.

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