What is the best way for a PSR to handle patient complaints?

The best approach for a Patient Service Representative (PSR) to handle patient complaints is to actively listen and address their concerns. Active listening allows the PSR to fully understand the patient's issue, demonstrating empathy and respect for their feelings. This technique also involves acknowledging the complaint and validating the patient’s experience, which helps in building trust and rapport.

Addressing their concerns directly allows the PSR to provide solutions or information that may resolve the issue on the spot, leading to increased patient satisfaction. By engaging with patients in this manner, the PSR can turn a potentially negative situation into a positive experience, reinforcing the importance of patient care and support in a medical setting. This approach also encourages constructive communication, which is critical in any front-line healthcare role.