[Dealing with patient dissatisfaction; a professional skill].
During the last century the patient-doctor relationship has changed considerably. This change becomes particularly visible when the relationship between the two parties is disturbed. this is usually caused by patient dissatisfaction with the doctor or other workers in the medical profession. Handling dissatisfaction should be part of a doctor's professional skills. The most important advice in dealing with dissatisfaction is to react fast. A doctor should have the good sense to raise the issue for discussion as soon as he/she senses signs of dissatisfaction. If this is not possible and the issue results in a written complaint, the plaintiff can lodge a complaint within the framework of a special law. The complaint is then handled by a complaints committee. Over the past years, mediation has been used increasingly. This procedure has a low threshold, works fast and often results in reconciliation of both parties. If the intervention of a complaints committee is not desired and mediation is not realistic or rejected, the case sometimes progresses to the disciplinary board or civil judge. This often leads to protracted procedures and is stressful to both parties. It is important to prevent these kinds of procedures as much as possible by reacting swiftly and appropriately to signs of dissatisfaction.
Gravenhorst
J Bennebroek
JB
Leids Universitair Medisch Centrum, secretariaat Raad van Bestuur, Postbus 9600, 2300 RC Leiden.
Engberts
D P
DP
D003142:Communication; D006801:Humans; D017008:Negotiating; D017060:Patient Satisfaction; D010817:Physician-Patient Relations; D013997:Time Factors