COPE Health Scholars Practice Test

What is the second step in addressing a patient complaint?

1. Document the complaint

2. Assure the patient that appropriate people will be informed

3. Apologize for the inconvenience

4. Request feedback from the patient

The correct answer is: Assure the patient that appropriate people will be informed

Addressing a patient complaint effectively involves a structured approach to ensure that the patient's concerns are taken seriously and that they feel heard. The second step, assuring the patient that appropriate people will be informed, is crucial because it communicates to the patient that their complaint will not be ignored and that it will be escalated to those who can take further action. This reassurance can help to rebuild the trust that may have been damaged due to the complaint. This step is vital in a healthcare setting, where patients often seek acknowledgment and validation of their experiences. By promising to escalate the complaint, healthcare workers indicate a commitment to addressing issues and improving patient care, thereby fostering a sense of safety and support for the patient. Documenting the complaint, while essential, is typically the first step in the process, as it helps to create a record for future reference. Apologizing is also an important aspect of addressing complaints, but this action often falls into the first step of acknowledging the concern. Requesting feedback from the patient can be valuable but generally comes later in the process to gauge satisfaction with how the complaint was handled.