When encountering a patient who seems lost and expresses dissatisfaction with their previous visit, what is the best approach to resolve the issue?

Initiating resolution at the lowest level is the most effective approach in this situation as it allows for a personal and immediate response to the patient’s concerns. This method focuses on addressing the issue directly and efficiently, often fostering a sense of connection between the patient and the healthcare provider. By starting with a conversation, you can gather important details about the patient's dissatisfaction and work collaboratively to find a solution that meets their needs.

Taking action at a lower service level often helps clarify misunderstandings, resolve minor complaints quickly, and increases patient satisfaction. This approach can also prevent the issue from escalating into a larger problem that may require more formal interventions later on. Engaging the patient directly shows empathy and commitment to their care, which is essential in a medical environment.

Redirecting the patient to the complaints department, initiating resolution at the highest service level, or ignoring the complaint are less effective strategies. They either distance the patient from personal care, potentially exacerbating their dissatisfaction, or they do not address the patient’s immediate needs, which could further frustrate them.