by Michelle A. Richards, CPC, CPMA Handling patient complaints can feel like a chore, but in reality offers an opportunity to strengthen the practice and improve patient relations. An effective complaint-handling system should embrace the principles of fairness, accessibility, responsiveness, efficiency, and integration (effectively adopting new protocols, etc.). One simple model to consider when ...
Turn patient woes into corrective action. By Judy A. Wilson, CPC, CPC-H, CPCO, CPPM, CPC-P, CPB, CPC-I, CANPC, CMRS Most healthcare professionals dread handling patient complaints. I used to hate it when I’d receive a page, saying that someone with a complaint wants to speak to the office manager. I’d think, “This is a waste ...
Jul 1st, 2013
Find value in dissatisfied customers. By Michelle A. Richards, CPC, CPMA, Practice managers wear many hats, from overseeing daily operational activities to optimizing revenue. For many practice managers, handling patient complaints is a least favorite part of the job. But consider this: In most cases, a patient will not leave the practice due to a ...