Complaint management and dissatisfied patient protocol
Protocol to transform dissatisfied patients into clinic advocates.
Create a structured complaint management system that resolves issues quickly, prevents reputation crises, and recovers the trust of dissatisfied patients.
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Prompt objective
Create a structured complaint management system that resolves issues quickly, prevents reputation crises, and recovers the trust of dissatisfied patients.
Real use case
OdontoPlus Clinic in Curitiba received 8 one- and two-star reviews on Google last quarter, dropping from 4.7 to 4.2. Dr. Lucas lost 3 longtime patients and needs a system to identify dissatisfaction before it reaches Google.
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Prompt
Develop a complete complaint management protocol for [CLINIC NAME], [SPECIALTY], currently rated [RATING] on Google ([NUMBER] reviews) with an NPS of [CURRENT_NPS]. **1) EARLY DETECTION (before public complaint):** - NPS survey sent 24 hours after consultation (automated) - Dissatisfaction signals for front desk to identify: - Body language, indirect comments, rushing to leave - Online mention monitoring (Google Alerts, consumer complaint sites) - Internal ombudsman channel (dedicated WhatsApp) - Anonymous feedback form at the office **2) COMPLAINT CLASSIFICATION:** - Level 1 (Operational): delays, reception, scheduling → management resolution - Level 2 (Clinical): treatment dissatisfaction, outcome concerns → responsible physician - Level 3 (Ethical/Legal): alleged negligence, harm → legal counsel - Response SLA by level: L1=[HOURS]h, L2=[HOURS]h, L3=[HOURS]h **3) RESPONSE PROTOCOL:** In-person complaint: - LAST technique (Listen, Apologize, Solve, Thank) - Receptionist script - When to escalate to physician/manager WhatsApp complaint: - Response template by complaint type (6 templates) - Tone: empathetic, non-defensive, without legal admission of fault Google/Consumer complaint site: - 10 public response templates by scenario - CRITICAL RULE: never confirm patient identity (medical confidentiality) - Invitation to resolve offline - Response within [HOURS] hours **4) RESOLUTION AND COMPENSATION:** - Matrix: complaint type x compensation level - Options: apology, complimentary service, discount, partial refund - When to offer full refund (clear criteria) - Complete documentation (legal protection) **5) PATIENT RECOVERY:** - Follow-up 48 hours after resolution - Invitation for a new experience (complimentary consultation) - Request to update review (if resolved) - 30-day post-incident monitoring **6) PREVENTION (learning from complaints):** - Monthly complaint analysis meeting - Top 5 root causes → action plan - Team training based on identified patterns - Target: reduce complaints by [%]% each quarter NPS target: [TARGET]. Google target: [TARGET_RATING] stars.
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