Listen to them and acknowledge they are unhappy (“I am very sorry that happened to you.”) Can’t say to listen enough If you have a Patient Advocate, call them. It is their job to listen to them, talk to you and decide what course of action is best. They are skilled in conflict resolution. (It also releases you so you can get back to your other patients.).
Listen to them, always try to be understanding of their situation. & if its something little that can be fixed or “made better” by doing xyz (example giving a juice, another pillow etc) do it, if you have one minute go out of your way to show you care. And if nothing can be done, apologize on behalf of whoever or that they feel that way. ask if there is anything you can do to make it better
. Usually does the trick, be stern when needed to be and firm when needed. Most the time they just want a ear too listen and to know we care
First, always acknowledge their feelings- this is not necessarily agreeing with the problem they see, but you must agree they are in distress over the problem. Always ensure you are making eye contact and give your undivided attention. If it is within your power to remedy the situation, then make a plan of action. If you are able to involve another person- as a patient advocate or supervisor- then tell the person of your intention to contact that person. See what the feasible answer could be to satisfy the person, and if there is any remediation. And above all, make sure you get back to this person with a solution or plan and explain what that is. Don't just pass the buck.
