Even the very best care partners can hear complaints or concerns from family members or clients. It’s important that you know how we expect you to handle and resolve them.
There are plenty of reasons why clients or family members may have concerns, including the most common ones we hear: concerns over care or communication issues. The best way to avoid these concerns is to always give exceptional care and communicate well.
However, if you are approached by a client or family member who is expressing a concern or complaint, follow these guidelines:
- Don’t be defensive. It’s natural to feel attacked when someone is coming to you with a complaint or concern. However, resist that temptation and steer clear of phrases like, “but I..” or “that’s not true”.
- Listen and get details. Before you can respond to a concern or complaint, you have to fully hear the details of the situation. Practice active listening by tuning in to what the person is saying instead of thinking about all the ways you are going to defend yourself later.
- Thank the person for coming to you with their concern. Saying, “I appreciate you advocating for your loved one,” or even, “thank you for bringing this to my attention,” can go a long way.
- Be polite and give a tangible way you will handle the concern. For example, you might say, “I will write down Mr. Thompson’s appointments on the calendar in the kitchen from now on so that we can both see them,” in response to a family member who is angry they stopped by for a visit when their dad was at a dentist appointment.
- Document the details so our agency knows about it. We want to give you the support you need in the home as well as give clients the follow-up they deserve in regards to complaints or concerns. We can’t do either if we don’t know a problem came up. Keep us informed!