The Importance of Handling Complaints
This section introduces the critical role of a complaints procedure in maintaining patient trust and improving our services. As a pharmacy assistant, you are often the first person a patient speaks to with a concern, making your initial response vital. Understanding this process isn't just about following rules; it's about providing compassionate, patient-centred care and turning a negative experience into an opportunity for improvement. Explore the sections below to learn the key skills and steps involved.
The 4-Step Complaints Process
1. Listen & Acknowledge
2. Clarify & Apologise
3. Resolve or Escalate
4. The Handover
Your Role in Action
Handling patient concerns involves more than just following steps; it requires specific communication skills. Click the tabs below to explore your key responsibilities and how to apply them effectively.
Tone of Voice
Maintain a calm, empathetic, and professional tone. This helps to de-escalate tension and shows you are taking the concern seriously.
Body Language
Use open posture, nod to show you're listening, and maintain appropriate eye contact. Your non-verbal cues are just as important as your words.
Use Clear Language
Avoid pharmacy jargon. Explain things simply and clearly to ensure there are no further misunderstandings.
Ensure Privacy
If a patient is raising a sensitive issue, offer to move to a more private space. This respects their confidentiality and dignity.
Active Listening
Focus completely on what the patient is saying. Don't interrupt. Repeat back key points to show you've understood correctly.
Never Get Defensive
It's natural to feel defensive, but it's counterproductive. Remember the complaint is about the situation, not a personal attack on you.