What to Do When a Patient Is Unhappy with Care or Treatment

Patient dissatisfaction is more than a customer service issue – it can escalate into complaints, regulatory scrutiny, and even malpractice claims. For podiatric medical physicians and surgeons, addressing concerns promptly and professionally is essential to protect both patient relationships and legal risk.

What You Can Do When a Patient Expresses Dissatisfaction
Unresolved dissatisfaction often leads to formal complaints or litigation. A proactive, empathetic approach can defuse tension, preserve trust, and demonstrate professionalism. Here are some strategies to follow if you find yourself in this situation:

• Stay calm and listen; don’t interrupt and let the patient explain. Patients who feel ignored or dismissed are more likely to take legal action.
• Acknowledge their feelings. Use empathetic but non-admitting language such as, "I understand your concern and want to help."
• Ask open-ended questions to understand the root cause – was it an outcome, a communication gap, or a process issue?
• Focus on facts, clarify expectations, and offer reasonable next steps rather than debating or becoming defensive.
• Avoid blaming staff or external factors; focus on transparency and professionalism.
• Document the interaction objectively and thoroughly, including the discussion and any next steps agreed upon. Do not alter records or engage in informal negotiations.

The goal is to de-escalate and reduce liability risk. If a patient expresses dissatisfaction whether through a complaint, medical record request, or threat of legal action, it should be handled professionally and reported early to your malpractice carrier.

Improving Patient Satisfaction Before a Complaint
Patient satisfaction has become an important part of how healthcare quality is measured. In physician practices, satisfaction scores can affect value-based payments, public ratings, and whether patients choose to stay with a practice. Patient satisfaction should be a priority for every practice.
Here are some approaches you can employ:

• Communicate effectively
  • Explain diagnoses, treatment options, and expected outcomes in clear, non-technical language.
  • Set realistic expectations regarding recovery, symptom resolution, and follow-up.
  • Use teach-back methods to confirm patient understanding.
  • Document patient education and shared decision-making.

• Improve access and appointment efficiency
  • Offer same-day or urgent appointment slots when feasible.
  • Use appointment reminders and clear pre-visit instructions.
  • Respond promptly to patient messages and phone calls.
  • Communicate appointment delays proactively.

• Create a culture of empathy and professionalism
  • Train staff in active listening and respectful communication.
  • Address dismissive, abrupt, or unprofessional behaviors promptly.

• Strengthen follow-up and continuity of care
  • Communicate test results promptly, including normal findings.
  • Provide clear post-visit instructions.
  • Track referrals and diagnostic studies to completion.
  • Proactively follow up with patients with high-risk or complex conditions.

Complaint Management as a Risk Reduction Tool
Patient complaints are bound to happen and can serve as a critical source of information regarding patient experience, operational weaknesses, and communication gaps. Complaints, when handled appropriately, can strengthen patient trust, improve satisfaction, and reduce regulatory and medicolegal risk.

Conclusion
How you respond to an unhappy patient often determines whether concerns escalate into malpractice claims. Listening, documenting, and communicating transparently are your strongest defenses. When patient satisfaction efforts are aligned with high-quality clinical care and efficient operations, practices are better positioned to improve outcomes, reduce risk, and build lasting relationships with patients.

If you are not currently insured with PICA, take a moment to see how we protect our podiatrists. Fill out our online form to receive a free, no-obligation quote.

Disclaimer: The information contained on the PICA Blog does not establish a standard of care, nor does it constitute legal advice. The information is for general informational purposes only. We encourage all blog visitors to consult with their personal attorneys for legal advice, as specific legal requirements may vary from state to state. Links or references to organizations, websites, or other information is for reference use only and do not constitute the rendering of legal, financial, or other professional advice or recommendations. In the event any of the information presented conflicts with the terms and conditions of any policy of insurance offered by ProAssurance Insurance Company of America, the terms and conditions of the actual policy will apply. All information contained on the blog is subject to change.