Patient Complain

Patient Complain

The present paper revolves around a complaint of Dr. Y. It will be divided into two sections- Task 1 and Task 2. Task 1 will be a response(direct approach) to the complaint of Claudia, the complainant. Whereas Task 2 will be a reflection (indirect approach) of an administrator while addressing Dr. Y disruptive issue.

Task 1

Thank you for sending the email and letting us know about your experience with the doctor. We candidly appreciate clients who offer us feedbacks to advance out healthcare services.

Foremost, I and the management apologize for the disappointment and inconveniences that you experienced in your primary care consultation with Dr. Y. We guarantee you that the satisfaction of patients is the top priority of the hospital, and we want the patient care to reflect the values of the facility. As parents, we completely understand the frustrations you faced coming all this way and getting substandard services.

On conducting an investigation and confronting the doctor, we realized he is undergoing family problems for some weeks now. However, we acknowledge the wrong of our staff, and we wish we could have done more. On behalf of him, please accept our cordial apologies.

In your email, you requested to know the remediation plan. As soon as I received your mail, I forwarded it to the management. We did an in-depth analysis of the most suitable approach, and we settled with the system-level strategy. It focuses on the identification, observing, and remediation of physicians who perform poorly and engage in unprofessional behaviors. However, the remediation process is to be carried by all the nurses and physicians, and it will involve them undergoing educational training in the discipline of communication. Through this, they will be able to utilize simple steps- like welcoming patients to express their worries and sitting at the bedside of the patient- that are effective in promoting patient-physician communication. To ensure the kind of treatment you experienced does not happen in the future, we will develop a prevention plan, a doctrine with the dos and don’ts, together with the repercussions. And for any individual that will be reported, we will monitor them by the use of a performance improvement plan (PIP).

As we are aware of the significance of your condition, we would like to make it up to you by offering two free consultations with your physician Dr. X. You will be called before the end of tomorrow to arrange the first consultation.

Thank you for your patronage, and we hope to attend you in subsequent times better.

Task 2

The case for Dr. Y cannot be assumed, because apart from causing satisfaction in patients, it can bring about medical errors, increase the cost of care, and subsidize adverse outcomes that could be prevented. As an administrator, I would not like these happening. Therefore, I will act promptly. The physician requires to be confronted; however, an investigation ought to be conducted before to confirm the statements of Claudia. The hospital receptionist will approve if Claudia reported and saw Dr. Y. If so, all the new patients being seen by the doctor will be questioned to validate the rebellious nature of the doctor.

Additionally, it is vital to confirm whether the physician is stressed or exhausted. Through his colleagues, we will be able to scrutinize the former aspect, whereas the latter will be possible by liaising with his team leader. The leader will confirm from his schedule if he has enough resting time. If it is confirmed the doctor is disruptive, a confrontation with the doctor is vital, and the best strategy to apply is an indirect approach as there will be proof, and the physician is expected to be uncomfortable.

In the confrontation, I will start with a light note (or neutral information- the guideline of the approach). Then I should provide the facts of the bad news, nonetheless in a blunt way. From here, I will deliver the report, which is his disruptive nature, and allow him to defend himself. We will then lay down the steps to correct the problems, through him partaking in educational seminars like The Center for Professionalism and Peer Support (CPPS). Followed closely by drafting a PIP, that demands instantaneous and permanent behavior change. The PIP should incorporate the aim, measurable, and attainable goals.

To conclude, I will notify him he will be monitored frequently and provided with the feedback. Also, I will mention that the repetition of the act will not be tolerated.