Effective complaint management is central to improving patient care and maintaining trust. One key aspect that is often overlooked is understanding the “Heads of Complaint” – the specific elements or issues raised by a complainant.
Why it Matters
A complainant may perceive their issue one way, while the organisation sees it differently. If this is not clarified early and documented at each stage of the complaint, the investigation can go off track, delaying resolution. This misalignment often causes frustration, irritation, and may lead to early escalation.
ISCAS Tips for Getting it Right
- Early Meeting: Arrange an in-person meeting if possible, as recommended under ISCAS Code Standard 18. Listen carefully to the complainant and clarify what the complaint is truly about. This helps ensure all relevant points are investigated and prevents “complaint drift.”
- Document Everything: Record the discussion and confirm the agreed points in writing. Clear documentation provides a shared understanding and helps guide the investigation efficiently.
- By taking these steps, healthcare providers can resolve complaints faster, improve patient satisfaction, and turn feedback into meaningful learning for service improvement.