This week is a focus on Verbal Communication. Every patient is different, and the preferred method of communication should guide your approach—whether that’s a formal letter, email, verbal discussion, or face-to-face meeting. Your complaints policy should also account for and guide any communication difficulties the patient may have.
Key Rule: Always respond in the format the patient prefers.
Focus on Verbal Communication:
While verbal responses—whether in person or by phone—can help de-escalate situations and clarify issues, they carry risks:
- No formal record
- Miscommunication or misunderstanding
- Inadequate resolution
- Increased risk of escalation
- Lack of audit trail
- Patient dissatisfaction
Best Practice Tips:
- Use verbal communication primarily for low-level concerns or early informal resolution.
- Avoid verbal responses for formal complaints, legal, or safeguarding issues—always follow up in writing for these cases.
- Balancing empathy with a clear audit trail ensures complaints are handled effectively while protecting both patients and staff.