Patient complaints are a common part of the nursing profession, but they can sometimes escalate into serious issues that threaten your nursing license. Handling these complaints effectively can prevent them from snowballing into bigger problems, including investigations by your state's Board of Nursing (BON). If you're a licensed nurse facing a patient complaint, it's important to manage the situation carefully to protect your license, career, and future. Contact the Lento Law Firm's Professional License Defense Team today at 888-535-3686 or through our online form to learn how we can help protect your license.

How to Handle Patient Complaints Effectively: Strategies for Nurses

Being proactive with patient complaints can help prevent minor concerns from escalating into more significant issues that could put your nursing license at risk. Here are some strategies to help you navigate patient complaints effectively:

Listen Carefully and Show Empathy

Patients often file complaints against nurses when they feel unheard or disrespected. Actively listen to the patient's concerns without interrupting and show empathy for their situation. This can help defuse tension and reassure the patient that their complaint is being taken seriously.

Document Everything

Accurate and detailed documentation is your best defense if a complaint escalates. Make sure you document patient interactions, treatments, and any issues that arise. Ensure your notes are clear and factual and reflect the care you provided.

Stay Calm and Professional

Even in the face of challenging situations, it's crucial to remain calm and professional. Avoid responding defensively to complaints, as this could worsen the situation. Instead, take a solution-oriented approach and focus on resolving the issue.

Communicate Clearly

Clear communication with the patient can help prevent misunderstandings, which are often the root cause of complaints. Explain procedures, treatments, and potential outcomes in language the patient can understand. Open communication helps set realistic expectations and reduces the chance of dissatisfaction.

Follow Up

If a patient has voiced a concern, follow up with them to make sure the issue was resolved to their satisfaction. Following up shows that you are committed to their care and may prevent the complaint from being taken further.

Seek Support from Your Employer

If a complaint seems likely to escalate, involve your supervisor or the hospital's risk management department early. They can offer guidance on the appropriate steps to take and help resolve the issue before it reaches the Board of Nursing.

When Complaints Escalate: How the Lento Law Firm Can Help

Despite your best efforts, some patient complaints may still be reported to your state's Board of Nursing. If this happens, you need a strong defense team to protect your license, career, and livelihood. The Lento Law Firm's Professional License Defense Team has extensive experience representing nurses in BON investigations. We will help you gather evidence, communicate with your BON, and defend you during formal hearings. Don't risk losing your license by handling the complaint alone. If you're a licensed nurse facing accusations from a patient, contact the Lento Law Firm's Professional License Defense Team today at 888-535-3686 or through our online form to discuss your case.