Patient complaints are not uncommon. Doctors sweat to serve their patients in every way but a few patients are bound to be dissatisfied by one factor or the other.
These complaints are usually inspired by minor reasons. In most cases the reason is either the administrative staff behavior or some clerical problem. Some patients expect VIP treatment from the doctor at all times of the day which is practically impossible.
Patients may feel they have been cheated when they do not get the degree of attention they want. Patients coming to an infertility clinic are often very emotional and overly sensitive and may get upset by the smallest problems. They are often fed up of going to doctors and getting probed and prodded endlessly.
It is essential for medical staff to handle these complaints with a sensible attitude. Avoiding the patient or just ignoring the complaint makes matters worse. The solution does not lie in turning a blind eye towards the cause. The doctor should take it as a golden opportunity to improve their services.
The doctor needs to listen to the patient’s complaints. Some patients feel better once they realize that the doctor is there for them and is ready to listen to their problems. Most of them are relieved after venting out their frustration.
The doctor should not get defensive and learns to take a rational approach towards the problem. If the doctor finds he has to address the same problem repeatedly then it would be prudent to analyse and fix the cause of the problem , rather than just handling the complaint itself.
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