Handling customer complaints requires a prompt, appropriate response to address the issue and maintain trust, with escalation as needed.
Option A (Create a quality improvement team to address the concern): A QI team is appropriate for systemic issues, not an individual complaint, which requires immediate resolution.
Option B (Refer the issue to the appropriate department): This is the correct answer. The NAHQ CPHQ study guide states, “The first step in addressing a customer complaint is to refer it to the department best equipped to resolve it, ensuring timely action” (Domain 1). For example, a billing complaint goes to finance, or a care issue to clinical staff.
Option C (Direct the customer to put the complaint in writing): Requiring written complaints may delay resolution and frustrate the customer, not aligning with patient-centered care.
Option D (Review patient experience data for the department): Reviewing data is useful for trends but not the first step for an individual complaint, which needs direct action.
CPHQ Objective Reference: Domain 1: Patient Safety, Objective 1.6, “Address patient and family concerns,” emphasizes prompt referral for complaints. The NAHQ study guide notes, “Referring complaints to the appropriate department ensures efficient resolution” (Domain 1).
Rationale: Referring the complaint to the relevant department ensures timely resolution, aligning with CPHQ’s patient safety and service principles.
[Reference: NAHQ CPHQ Study Guide, Domain 1: Patient Safety, Objective 1.6., , , ]
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