An article in the April issue of Healthcare Risk Management, “Patient and Family Complaints Require Careful Response,” highlights ways that healthcare organizations can address patient and family complaints in a professional and courteous way to avoid further escalation. Rivkin Radler partner Eric Strober was quoted in the article.
“Healthcare professionals should be receptive, empathetic, and sympathetic to anyone who is complaining. It is normal for patients and families to want everything to go perfectly right every single time, and healthcare workers know that is not reality,” Eric said. “If you address it and sympathize with the complainer’s point of view and try to make sure that there’s no harm done, then that’s the best you can do under those circumstances.”
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