What to Do When a Patient Calls with a Complaint

Complaints are the heartbeat of improvement — although they often can feel like the heartache of failure.

When a patient calls with a complaint​, it's crucial to have a structured response strategy. In the delicate world of dental care, a single phone call can transform patient trust from fragile to fortress-strong!

That’s why understanding the right approach when a patient calls with a complaint​ can transform a potentially negative experience into a trust-building opportunity.

With the right mindset, every complaint is a golden opportunity dressed in challenging clothing, waiting to be unwrapped with precision, empathy, and strategic care.

Developing a robust patient complaint protocol for when a patient calls with a complaint​ is essential for maintaining high-quality healthcare service.

Patient interactions are relationship-building moments that can define your entire practice's reputation. Mastering the art of communication when a patient calls with a complaint​ can significantly impact your practice's reputation.

When a patient takes the time to voice a concern, they're actually giving your dental office a chance to shine, to demonstrate that you're not just a provider of dental services, but a committed partner in their healthcare journey.

Let’s explore how to learn and grow from patient complaints.

Related: How to Manage Staff with Bad Attitudes

Initial Response Protocol for When a Patient Calls With a Complaint

The first moments when a patient calls with a complaint are critical. Think of it like catching a delicate glass mid-fall — your response needs to be swift, controlled, and intentional.

A structured approach is essential for your patient to see that you don’t just solve problems with dentistry but with the overall patient experience.

Active Listening

Effective healthcare complaint handling starts with active listening, which is an art form that goes far beyond hearing words.

It's about creating a safe space where patients feel genuinely heard. When a patient begins sharing their concern, your entire focus should be laser-sharp. Put away distractions, silence notifications, and give them your undivided attention.

Avoid the temptation to interrupt or jump to solutions immediately. Let them express their entire experience without judgment. Body language matters even on the phone — sit upright, take notes, and use verbal affirmations like "I understand" or "Please continue" to show you're fully engaged.

Empathy Techniques

Excellence in customer service healthcare is all about empathy.

Empathy isn't about agreeing with every complaint but acknowledging the patient's emotional experience.

Use language that validates their feelings: "I can understand why this would be frustrating for you" or "I hear how important this is to you." These phrases transform a potentially adversarial conversation into a collaborative problem-solving dialogue.

The goal is to de-escalate tension. Your tone should be calm, compassionate, and solution-oriented. Patients want to feel respected, understood, and cared for—not dismissed or minimized.

Documentation Steps

Real-time documentation is your practice's legal and operational shield. While we never strive for medical office complaints, we need to be prepared and confident when they happen.

As the patient speaks, capture specific details with precision. Note their exact words, the context of the complaint, and any specific incidents they describe.

Be objective and factual — this isn't about assigning blame but understanding the complete picture.

Related: How to Master the Flow of Patients in Your Dental Practice

Assessing the Complaint Severity

Not all complaints are created equal. Some require immediate intervention, while others might need a more measured approach. Quickly categorize the urgency: Is this a critical treatment issue, a scheduling concern, or a minor inconvenience?

A complaint about severe pain or potential treatment complications demands immediate attention. A scheduling mix-up, while important, might have a slightly different response timeline.

Immediate Action Steps for the Patient Grievance Process

Prompt, decisive action is the hallmark of exceptional clinical complaint procedures.

Your response should be swift and comprehensive, addressing the patient's specific concern with clarity and commitment. Let’s talk about what this looks like.

Scheduling Solutions

Scheduling issues can be incredibly frustrating for patients. If a complaint relates to appointment challenges, be prepared with flexible solutions. Can you offer alternative time slots? Would a brief consultation call help resolve their concern?

Demonstrate that you're willing to go the extra mile to accommodate their needs while also not stretching your practice too thin. This should be something that’s established across your practice before these questions come up so you have a streamlined protocol and approach to ensure your patient feels like you’re prepared for a quick solution.

Communication with Staff

In fact, internal communication about many potential issues across your staff is the backbone of effective complaint resolution.

Brief relevant team members immediately and comprehensively. Ensure everyone understands the situation and can provide a unified, consistent response so they’re not getting multiple answers from multiple different sources and getting even more confused.

Treatment Plan Review

A comprehensive review of the patient's treatment history can provide valuable context. There might actually be potential areas of improvement or misunderstanding that you see in their file that can help you solve the problem quicker in real time.

Following Up with the Patient

Within 24-48 hours, reach out through the patient's preferred communication method as some complaint resolution steps. A thorough follow-up demonstrates your commitment to patient care and can be accomplished through various personalized approaches

A direct phone call allows for immediate feedback and shows dedication to resolving their concerns, while a detailed email can provide a clear written summary of the discussed solutions and next steps.

Some practices even opt for handwritten notes, adding a particularly personal touch that patients often appreciate. This follow-up communication serves multiple purposes. It:

• Reinforces your practice's dedication to patient satisfaction

• Ensures the complaint has been adequately addressed

• Provides an additional opportunity for patients to voice any lingering concerns that may not have been fully resolved

Documentation and Record Keeping

It’s important to have meticulous documentation for both patient care and practice protection. Your records should maintain comprehensive and accurate details of every aspect of the complaint process, from the initial concern to the final resolution.

This includes:

• Capturing the patient's exact words when describing their complaint

• Maintaining an objective account of all interactions and responses

• Documenting the timeline of actions taken to address the concern

Treatment history reviews, follow-up communications, and their outcomes should all be carefully recorded. This thorough documentation provides valuable insights for improving patient care and serves as a protective measure for both the patient and your practice.

How to Prevent Future Complaints

A proactive approach to responding effectively when a patient calls with a complaint​ begins with thorough staff training on effective communication and complaint handling procedures.

Regular patient satisfaction response surveys should be conducted to identify potential issues before they escalate into formal complaints.

Each complaint should be viewed as a valuable learning opportunity, leading to refined procedures and improved patient care approaches.

For example, if a patient calls about unexpected costs after a procedure, your staff should be trained to:

1. Acknowledge the concern ("I understand why this would be frustrating")

2. Immediately access the patient's treatment plan and financial records while maintaining a calm, professional tone

3. Be prepared to walk through each charge in detail, explaining why it was necessary and how it relates to the treatment provided.

This level of transparency and preparedness can transform a potentially heated situation into an educational moment.

Related: How to Foster Motivated and Engaged Dental Staff

Keep Patients Happy with Wonderful Dental!

Exceptional patient care is a continuous journey.

Handling complaints with empathy, precision, and genuine concern can help you transform potential negative experiences into opportunities for building lasting patient relationships.

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