Within this page, you will find Industry Perspective blogs written by the UCA Corporate Support Partners (CSP); Insights from UCA CEO Laurel Stoimenoff, PT, CHC; Practice Management blogs to help you better manage center operations; and bonus UCA education in Educational Insights.
Complaints can be damaging to your Urgent Care operation and your brand, especially if those complaints are voiced through social media. Dr. Cruz addresses the reasons behind complaints and how to manage patient expectations. Additionally, he shares how to handle the complainant and gives examples of how to use these complaints to evaluate your medical care and service delivery.
Take Home Tactic #1: Educate providers to understand patient expectations and manage them.
“You can manage expectations with these three tactics: Communication, Communication, Communication! It’s best to ensure you’ve addressed all of the questions before the patient leaves the Urgent Care and if needed, provide additional education or counseling on the diagnosis.”
Take Home Tactic #2: Address complaints head on and make the call to the patient
“First, make sure to create a complaint log – and then log it! Build an understanding of the complaint – where did it come from: billing, internet, site coordinator, etc. Then, determine the REASON for the complaint: wrong diagnosis or medicine, etc. After reviewing the chart and having a conversation with the provider, contact the patient to address the issue. Apologize and educate the patient on why the diagnosis was made. Keep in mind, the average time to resolve a complaint is 1.5 - 3 hours.”
Take Home Tactic #3: Always thank the patient for the feedback; offer the feedback to clinicians so that they can learn from and improve service delivery
“Remember that feedback offers teachable moments around perception and communication. Track your trends in complaints to see if there are commonalities and adjust your service accordingly and organize the complaints so that you can evaluate the data for comparisons year to year.”
Brian L Cruz, MD, MBA is a board-certified emergency physician and the Regional Medical Director for PhysicianOne Urgent Care. He received his MD from the University of Colorado in 1997 and an MBA with emphasis in Entreprenurship/Innovation and Finance along with a MS in Finance from Northeastern University in 2016. He transitioned into Urgent Care in 2017 as the Regional Medical Director with PhysicianOne Urgent Care. In addition to the clinical practice of medicine, he manages all patient complaints and resolutions, and assists in the creation of performance metrics, and collaboratively develops clinical pathways and serves as a clinical instructor for Tufts University Physician Assistant program. In his free time, Dr. Cruz enjoys playing golf, making his own wine and managing several fantasy football teams each year.
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