Handling and Reporting Patient Complaints -Quiz

Managing and reporting patient complaints is a duty that all TCPS staff are responsible for.

This education module covers how to effectively identify patient/family dissatisfaction, respond to concerns, and what procedures need to be followed to adequately investigate complaints and reach an agreeable and achievable resolution. 

Instructions:

1. Click Here to read Handling and Reporting Patient Complaints Level 2.

2. Click Here to read Patient Complaint Protocol and Workflow 

3. Click Here to watch the two-minute video; 8 Steps to Effective Complaints Handling.

3. Answer the questions below.

4. Click DONE when you are finished.

You must score 80% or better to successfully complete this module.

Thank you!

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1. Name (First and Last) (Required.)

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2. Role with TCPS (Required.)

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3. An expression of dissatisfaction

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4. Why is managing patient complaints an important part of patient care (check all that apply)?

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5. A minor issue that can typically be resolved by the staff present at the time the dissatisfaction is expressed and does NOT typically require investigation.

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6. A more serious expression of dissatisfaction that generally requires investigation into the allegations regarding the quality of patient care. 

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7. True or False, All TCPS staff are expected to effectively address concerns as they occur.

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8. According to research, what percentage of communication about feelings and attitudes comes from body language?

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9. What cues can give you insight into a person's emotions and feelings?

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10. What are the proper steps to managing a patient's complaint?

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11. Why should you focus on empathizing instead of sympathizing?

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12. What is QTIP (as related to patient complaints)?

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13. The following phrases ARE acceptable to use when handling a complaint (check all that apply).

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14. True or false, you must promptly forward unresolved complaints to the patient's case manager, a clinical manager, or the administrator.

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15. What are HIPAA secure ways to send patient related information (check all that apply)?

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16. You must make an immediate notification to the office if a complaint involves mistreatment, neglect, verbal, mental, sexual, or physical abuse, injuries of unknown source, misappropriation of patient property or drug diversion.

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17. Any employee who discriminates or retaliates against an individual for making a complaint may be terminated.

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18. Where are patient/representative complaints documented?

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19. What is the expected timeframe to investigate and resolve a patient complaint that could not be resolved at the time dissatisfaction was expressed?

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20. What might you do when investigating a patient/rep complaint?

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21. If a patient complaint cannot be successfully resolved within 7 days, what must happen (check all that apply)?

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22. Have you ever had the opportunity to successfully resolve a patient/representative's concern?

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23. What additional ideas do you have about managing patient/representative complaints?

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