Avoiding patient complaints - a guide by Dr Malpani

Unhappy patient's are a doctor's nightmare. This is especially true for an IVF clinic like Malpani Infertility Clinic, which depends upon patient's referrals to get new patients. We take pride in delighting our patients,  so that they can refer other infertile couples to use.


Of course, we can't keep everyone happy all the time, and there are going to be infertile couples who are not going to be happy with us - especially when their IVF cycle fails.


Although complaints are based on multiple factors, several common issues underlie most patient complaints. We try to minimize our risk of patient complaints about Malpani Infertility Clinic by paying close attention to these four key areas.

1) Enhancing communication
Communication is a key issue in avoiding patient complaints. Because many patients have difficulty absorbing—or understanding—the information presented to them, we develop resources such as e-learning courses and an IVF comic book, so that they have realistic expectations of the IVF treatment.

2) Practicing cultural competence
Our patients come from a variety of cultures from all across the world. Language barriers can make communicating with the patient quite challenging. Often, patients’ cultural backgrounds affect how they relate to healthcare providers or process information. In certain cultures, for example, asking a physician questions may be considered rude or a challenge to authority. We are therefore very proactive in making sure patients understand that lots of IVF cycles fail, no matter how good the IVF clinic is !

3) We respect the informed consent process
Informed consent is a process, and the “informed consent sheet” commonly seen in medical records is simply the documentation of that process. Not only do we explain the risks and benefits of IVF through our educational materials, we also discuss alternatives to IVF, such as surrogacy and adoption.


4) Explaining all charges and fees up front
We make sure that all charges are clearly explained to the patient. This is why we offer a package fee option, so that there is no sticker shock or unpleasant surprises later on. This is also why we publish our fees on our website, so there is no scope for confusion !

The Best Way To Handle Patient Complaints

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.

The Commonest Complaints Patients have About Their Doctors

There is no patient who cannot recount horror stories about doctors. If you ever reveal yourself to be a doctor at a random party, be prepared to be regaled with endless complaints as to how terribly insensitive and uncaring doctors are these days. Apparently, their legendary family doctor was far superior  and everyone fondly remembers the caring doctor of yore, who made house calls and was a friend, philosopher and guide along with being a doctor !

That doctors do not share information with them is by far one of the most common complaints. This is a rightful complaint as doctors, being busy, do not share information with their patients unless they feel that the patient needs it. If the patient’s health is improving they feel that it is useless to burden them with information about their pathophysiology and differential diagnosis. But if the patient doesn’t get better, they will most likely have complaints against the doctor for not sharing all information with them. Assuming that he deliberately withheld information they imagine that the doctor is simply out to cheat them. But the fact is, he may simply have been too busy to reveal information to them.

It is a waste to make complaints that your doctor does not share information with you. You only become sulky, enraged, sad and bitter with your doctor being none the wiser about your resentment. Your doctor most probably thinks he has told you whatever you need to know.

Learning productive strategies to work as active partners instead of being passive recipients of treatment can be a wiser approach for patients. It is best to turn confrontational with the doctor only if the output is bad. Patients need to learn to be more assertive instead of being inert.

If you want more light shed on what information you need to maximize your chances of IVF success, please send me your medical details by filling in the form at www.drmalpani.com/malpaniform.htm so that I can guide you better !

When Patients Complaint about their Doctor !

All doctors wish to see their patients get better. Rightly so, because helping and healing others is one of main motivations for someone to become a doctor in the first place. Doctors have chosen a profession which is the pinnacle of service provision. Doctors have a direct personal relationship with their patients. The best doctors invest plenty of time and energy for their patients’ happiness.

Satisfied patients offer good reviews about the doctor, which attracts new patients.  Doctors are well aware of this strategy .  If patients are happy , so are their doctors !

Sadly, not all patients get pregnant after IVF treatment. In IVF treatment, a major chunk of the outcome is beyond the doctor’s control. Even the best doctor can only make embryos in the IVF lab and then transfer them into the uterus. What happens thereafter is out of the doctor’s hands. Unfortunately, a major portion of embryos do not become babies. It implies that the chances for the success of a single IVF cycle are less than the chances for failure. 

This harsh truth is irrefutable. So we put in our best efforts at educating our patients at Malpani Clinic and preparing them for all eventualities.  We are frank with our patients and show patients photographs of their embryos even when the odds are not in their favor. We encourage patients to get as well informed as possible , so that they may expect realistic results out of our efforts.

Patients are visibly depressed when an IVF cycle fails, and even though they may appreciate our sincere endeavor. When an IVF cycle fails, rather than complain, a smart patient must analyze the failed cycle with their doctor. 

Not sure why your IVF cycle failed and if you should complain about your doctor ? Please send me your medical details by filling in the form at www.drmalpani.com/malpaniform.htm so that I can guide you better !

Dr. Malpani Addresses Patients’ Complaints

Dr Anjali Malpani with one of our success stories !

Malpani Clinic puts in its best efforts to provide high quality medical care to all patients. While lots of patients are happy to provide us with lots of compliments, there may still be unhappy patients who have complaints about us. After all, it's not possible to keep everyone happy all the time.

We strive to address these complaints in the best way we can. There are mostly two kinds of complaints about Malpani Clinic.

Firstly, patients feel that the services offered by Malpani Clinic are way too costly. Expensiveness, as a parameter is hard to measure. Compared to other IVF clinics in India, Malpani Clinic is indeed costlier. However, reviews of the costs of the IVF clinics in the UK and the USA make it clear that the rates offered at Malpani Clinic are significantly more affordable. This rate is justified by our higher rates of success with IVF and the personalized care when pitted against other IVF clinics.  We do not employ any assistants and provide all the medical care ourselves, which means we are very hands-on and accessible. Patients usually shirk from spending on medical care. Thus, when they go for IVF treatment, the prices come to them as a shock. But Malpani Clinic has published all the rates in the website and we are quite straightforward about our costs. Patients who have this information before approaching us have no reasons for surprise and therefore no reasons for complaints.

Secondly, patients are disgruntled that I am too frank and honest with them which hurts their feelings. This is true again as I don’t believe that I should cheat patients with pleasant sounding words when the truth is that they have a bad prognosis. I explain things to them as honestly as I can. Telling patients what they want to hear instead of what is the truth serves no practical purpose. It only fosters false hopes in the patient’s mind. Learning about the truth as soon as possible, helps them find a solution for their problems in time.