Patients will provide practices with a wide range of feedback, both positive and in the form of complaints. Whether it is a verbal, written or formal complaint or a patient singing your team's praises from the rooftops it is always worth listening carefully to what is said. Learning can be taken from the highs and the lows and the insights your patients provide should not be underestimated. Here are my top five tips to learning from feedback.
Sometimes complaints will be hard to hear. Your longest-standing practitioners or nicest staff member might receive unexpected negative feedback. Listen to what has happened and speak to the staff. Find out in more detail exactly what happened. It may be a turn of phrase used which has caused offence or it could be a member of the team is under pressure or stress. Getting to the bottom of your issue will mean you can sort them out quickly without problems manifesting into something bigger.
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