At which level should you initiate resolution when addressing a patient's complaint about a previous visit?

Initiating resolution at the lowest level is the most effective approach when addressing a patient's complaint about a previous visit. This method aligns with the principle of escalating issues only when necessary, promoting a more efficient and timely resolution. By starting at the lowest level, it allows frontline staff, such as nurses and medical technicians, who are usually most familiar with the patient and the situation, to address concerns directly. This can help foster a positive interaction and demonstrate that the healthcare team values patient feedback.

If the issue cannot be resolved at this initial level, then it may be appropriate to escalate it to higher levels of management or specialized staff who can address more complex concerns. This tiered approach ensures that problems are handled efficiently and encourages open communication between patients and healthcare providers, ultimately enhancing patient satisfaction.