HANDLING COMPLAINT IN THE EMERGENCY DEPARTMENT 2024V3.pptx

HANDLING COMPLAINT IN THE EMERGENCY DEPARTMENT 2024

1. HANDLING COMPLAINT IN THE EMERGENCY DEPARTMENT 19 TH SEPTEMBER 2024

2. INTRODUCTION People complain when they are dissatisfied. Complaint recognition and management are critical components of the successful ED. When handled properly, a dissatisfied and angry person can achieve satisfaction. The improper management of a complaint can lead to person who seeks retribution/punishment/compensation.

3. WHAT IS A COMPLAINT? A complaint is 'an expression of dissatisfaction that requires a response'. **It is important that all staff know how to recognise a complaint and know who to inform if they become aware of one.

4. The sequelae of the patient's dissatisfaction

5. WHO CAN MAKE A COMPLAINT TO ED? Patient Relative of the patient Student Doctors Nurses AMO PPK Cleaner MOHE KKM Minister

6. TYPES OF COMPLAINTS misdiagnosis delayed treatment medication errors concerns about the competence of medical staff. long wait times, overcrowding, inadequate facilities, cleanliness issues, or problems with billing and insurance. poor bedside manner, lack of empathy, difficulty understanding medical information, or feeling dismissed or ignored. concerns about privacy or confidentiality breaches, lost or damaged belongings, or issues with hospital policies

7. TYPES OF COMPLAINTS Human resource unit, SISPAA

8. WHY DO PATIENT OR RELATIVE COMPLAIN? Their expectation have not been made (Not satisfy) To release their frustration To help improve the service

9. THE 4 Cs OF PATIENT SATISFACTION C onvenience C aring C are (Quality) C ost

10. COMMON SCENARIOS Rude Staff Behavior Long Wait Times Medication Error Miscommunication with Patient

11. VIDEO for learning https://www.youtube.com/watch?v=r842Ylpa-nQ (staff attitude) https://www.youtube.com/watch?v=qCHHgvlktWQ ( aggressive female patient ) https:// www.youtube.com/watch?v=5GuydLt59vs (Aggressive patient 2 scenes ) https:// www.youtube.com/watch?v=Zn-KcIVcooQ (10 Ways to Manage Difficult Patients)

12. WHY WE NEED TO HANDLE COMPLAINTS EFFECTIVELY?

13. WHY WE NEED TO HANDLE COMPLAINTS EFFECTIVELY? Patient Safety and Quality Improvement: Complaints can identify safety issues and drive quality improvements (QI ). eg . Relative fell because of slippery floor  complaint Patient Satisfaction and Trust: Effective complaint handling improves patient satisfaction and maintains trust. Legal and Regulatory Compliance: Proper complaint management reduces legal risks and ensures compliance . Continuous Improvement and Learning: Complaints provide feedback for system-wide improvements . “ lamanya tunggu kat Green zone”….

14. WHY WE NEED TO HANDLE COMPLAINTS EFFECTIVELY? Staff Well-being and Performance: Fair complaint handling protects staff and improves job satisfaction . “Your triage officer is rude!” via proper investigations we discover the truth….our staff was not rude. Resource Allocation and Efficiency: Understanding complaints aids in better resource management . (not enough MO in Green Zone longer time to be seen by doctor request more MO from Hosp Director ) Reputation Management: Effective complaint handling protects hospital reputation . (avoid become famous in the social media) Communication Improvement: Complaint handling can lead to better patient-provider communication .

15. WHY WE NEED TO HANDLE COMPLAINTS EFFECTIVELY? Emotional Support and Patient Experience: Proper complaint handling provides necessary emotional support . Prevention of Escalation: Prompt addressing of complaints prevents escalation to formal grievances . Data-Driven Quality Improvement: Complaints provide valuable data for quality improvement (QI) initiatives . Cultural Competence and Health Equity: Handling diverse complaints improves cultural competence and promotes health equity.

16. Timely and effective complaint handling is vital for building trust, enhancing care quality, and ensuring a positive patient experience in the emergency room.

17. SERIOUSNESS OF COMPLAINTS Demand for explanation Demand for apology Demand to see the higher authority (HOD/ Pengarah Hospital) Demand compensation Legal action – See u in court!

18. COMPLICATIONS ASSOCIATED WITH DELAYING OR MISHANDLING COMPLAINTS Erosion of Trust (can damage patient’s trust/ loss of trust) Escalation of Complaints (involve higher level of mx- time and resource spent) Negative Reputation and Public Relations (netizen + social media) Legal and Regulatory Consequences (legal action/fines/license revocation) Staff Morale and Burnout (staff stress/frustration) Missed Opportunities for Improvement ( Properly addressing and learning from complaints can provide valuable insights for improvement)

19. COMPLAINANTS WANT RESOLUTION Respect and understanding Immediate investigation and follow-up Assurance of non recurrence Compensation or reduction of the bil l

20. HOW TO HANDLE COMPLAINT ? People may react in different ways when they receive complaints, some people may: Become angry or annoyed Become defensive Ignore/avoid Wish the patient would go away Not believe the complaint *These reactions are a result of people not liking to be blamed/attributed for the things going wrong

21. When a patient makes a complaint they may display the following behaviours: Unreasonable Rudeness Emotional No social skills Disrespectful

22. THE KEY STEPS IN EFFECTIVELY HANDLING PATIENT COMPLAINTS LISTEN L - Listen actively and attentively to the complainant I - Identify the key issues and concerns S - Show empathy and acknowledge the complaint T - Take notes and gather relevant information E - Explain the process and set appropriate expectations N - Next steps - Outline the plan for addressing the complaint CARES C - Capture the details of the complaint A - Analyze the complaint and identify the root cause R - Respond promptly and with a solution-oriented approach E - Explain the resolution and actions taken S - Satisfy the complainant and follow up if necessary

23. THE KEY STEPS IN EFFECTIVELY HANDLING PATIENT COMPLAINTS REACT R - Receive the complaint with an open and non-defensive attitude E - Empathize with the complainant and validate their concerns A - Assess the situation and gather all relevant information C - Communicate the plan of action and timeline for resolution T - Take appropriate actions to address the complaint FIRST F - Focus on the complainant and their needs I - Investigate the complaint thoroughly R - Respond promptly and with a resolution-oriented mindset S - Seek to understand the root cause of the complaint T - Track the progress and follow up on the resolution

24. THE KEY STEPS IN EFFECTIVELY HANDLING PATIENT COMPLAINTS DEAL D - Document the complaint and all related information E - Empathize with the complainant and apologize if appropriate A - Assess the complaint and determine the appropriate response L - Listen actively and address the complainant's concerns LEARN L - Listen actively and empathetically E - Empathize with the patient/complainant A – Apologize and Ask clarifying questions to fully understand the issue R - Respond with a plan to address the complaint N – Now (Do Not Delay) and Navigate the complaint resolution process

25. THE KEY STEPS IN EFFECTIVELY HANDLING PATIENT COMPLAINTS BLAST B – Believe your patient and Behave calmly and professionally L - Listen without interruption A – Address and Apologize if appropriate, without admitting fault S - Solve the problem by taking action T - Thank the patient/complainant for bringing the issue forward

26. Every patient interaction is different, so it’s important to adapt your approach to the specific situation.

27. REMEMBER Empathize with the patient L et the patient tell their story Give the patient your full attention- connect with the patient Remain calm, cool and collected Not to take it personally- never argue Stay composed- control your body language Don’t be defensive- Keep stress to a minimum Paraphrase the complaint in your own words (clarify) to determine that you understand the complaint

28. REMEMBER Apologize sincerely Don’t make excuses or blame others in the organisation Ask for help -If you don’t know the solution immediately don’t lie ( e.g to get help from HOD ) Tell them what you can do and what you can’t- set a boundaries Find out what it is that they want to resolve the situation Once they agree to a solution – do it immediately! Contact them when you say you will, even you haven’t resolved the issue

29. IMPORTANT TO UNDERSTAND Apologize . How to do it? Must we do it? Put your ego aside? Cover up?   Apologizing to your patient will validate that you accept her concern . An apology when things have gone wrong . (in general) Don’t confuse this with accepting responsibility or blame, but instead see it as offering an empathetic way to connect with your patient. "Sometimes, a simple apology can be enough to resolve a complaint." .

30. Handling complaints are different between hospital/ED

31. POSSIBLE SOLUTIONS FOR HANDLING COMPLAINTS Establish a Robust Complaint Management System: Develop clear policies and procedures for receiving, documenting, investigating, and responding to patient complaints. Ensure the complaint management process is well-defined, accessible, and transparent to patients. Empower Frontline Staff : Train and empower frontline staff to handle complaints at the point of service. Provide staff with the necessary skills, resources, and decision-making authority to resolve complaints in a timely manner. Promote a Culture of Accountability and Responsiveness : Foster a culture where healthcare providers and staff are accountable for addressing patient concerns. Encourage a proactive and solution-oriented approach to complaint handling. Improve Communication and Transparency : Ensure clear and effective communication with patients throughout the complaint management process. Be transparent about the steps being taken to address the complaint and provide regular updates.

32. POSSIBLE SOLUTIONS FOR HANDLING COMPLAINTS Implement Continuous Improvement Processes: Analyze complaint data to identify trends, root causes, and opportunities for improvement. Use the insights gained to implement changes and prevent similar complaints from occurring in the future. Provide Comprehensive Staff Training : Train all staff, including administrative and clinical personnel, on effective complaint handling techniques. Cover topics such as active listening, empathy, conflict resolution, and customer service. Establish Escalation Protocols: Develop clear protocols for escalating complex or high-risk complaints to appropriate levels of management. Ensure a seamless transition between frontline staff and higher-level complaint resolution processes .

33. POSSIBLE SOLUTIONS FOR HANDLING COMPLAINTS Leverage Technology and Automation: Utilize digital tools and platforms to streamline the complaint management process. This can include online complaint submission, automated acknowledgments, and data tracking systems . Encourage Feedback and Continuous Monitoring: Actively solicit feedback from patients on their satisfaction with the complaint handling process. Regularly review and monitor complaint data to identify areas for improvement. Foster a Patient-Centered Approach: Prioritize the needs and perspectives of patients throughout the complaint management process. Ensure all actions taken are focused on addressing the patient's concerns and restoring their trust.

34. By implementing these solutions, ED can enhance their ability to effectively handle patient complaints, improve the patient experience, and drive continuous quality improvements .

35. If we FAILED to handle complaint, the most likely sequela is

36. 1 ST THING TO DO Assessment to identify “This is a potential aggressive patient”

37. THE ASSAULT CYCLE De-escalation technique MANAGEMENT OF AGGRESSIVE PATIENTS MOH

38. Aggression is rarely spontaneous. The ability to identify the signs of escalation and intervene appropriately early during this window of opportunity is crucial to prevent the violent incident.

39. 10 DOMAINS OF DE-ESCALATION FOR AGGRESSIVE PATIENT

40. VIDEO for learning https ://www.youtube.com/watch?v=r842Ylpa-nQ (staff attitude) https://www.youtube.com/watch?v=qCHHgvlktWQ (aggressive female patient ) https:// www.youtube.com/watch?v=5GuydLt59vs (Aggressive patient 2 scenes ) https:// www.youtube.com/watch?v=Zn-KcIVcooQ (10 Ways to Manage Difficult Patients)

41. APPROACH IN AGGRESSIVE PATIENT MANAGEMENT IN ED *Exam related (manned OSCE)

42. CONCLUSION Complaint recognition and management are critical components of the successful ED. Effectively and promptly addressing patient complaints is crucial Important to identify patient with aggression early to avoid the crisis phase. *These are all about soft skill*

43. THANK YOU