Health Care Quality

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Listening To Patient Complaints Can Improve Health Care

Complaints should not be hard for patients to make or for providers to receive. One of the best ways to ensure complaints serve their purpose -- that is to say, point out important issues so we can improve care -- is to create systems that can properly manage them. That way everyone feels heard; no one slips through the cracks. My patient's complaint inspired me to look at my own practice. I am starting to restructure my time in clinic over the course of a week, using email and phone calls more frequently, and better integrating the other highly skilled members of the team.