Understanding and Responding to Patient Feedback: A Guide for Pelvic Health Physios
As pelvic health physios, our dedication to improving patients' lives through providing expert and collaborative care is our top priority. However, despite our best effort, at some point in your career you will probably, at least once, be on the receiving end of negative or neutral feedback. Although it can feel crushing and deeply upsetting to receive less than praise, it is crucial to understand why this happens and how to effectively respond and embrace all feedback as a learning opportunity and a moment for reflection in order to improve.
Why Negative or Neutral Feedback Occurs
More often than not, when negative feedback is investigated, the reason behind it boils down to an unmet expectation. The patient may have held a perceived notion of what a physio would offer them during an initial visit or what they may have thought was appropriate management for their condition and this was not what was provided.
As daunting as it can be, negative or neutral feedback should always be followed up, and you might pleasantly find that the patient is really happy to elaborate on why they felt dissatisfied with their session and offer a suggestion on how they feel their management can get back on track.
More times than not, when following up on negative or neutral feedback we will retain that patient as a client, as they appreciate the opportunity to be heard, and are even more appreciative of the willingness of a clinician or clinic to work with them on a plan that will not only support them professionally and therapeutically but will meet their needs and expectations of care.
In the past when helping therapists understand negative feedback, we will usually uncover something similar to the following scenarios:
- Fabulous treatment notes with an exceptionally detailed initial assessment performed, however the depth of the assessment left limited time for treatment.
-Again, evidence of a fabulous and detailed assessment and the patient had loads of education about their condition, but they thought they were coming for a hands on/massage type session.
Importantly, we reassure ourtherapists that nothing they did was ‘wrong’ ; however, there are means they could consider in future in order to mitigate such misunderstandings.
At the beginning of a session, particularly with a new patient, ask them ‘what is your expectation of the session today’ or ‘is there anything you were hoping to get out of the session today’?
If you know there is important or lengthy assessment that needs to be undertaken prior to any active therapy being offered, explain this to the patient at the start of the session, even better, communicate this prior to the initial visit so you are just reiterating this information when your client arrives and the expectation has already been managed.
Seeking feedback is so important for your professional development and growth and in order to build trust with your clients and improve the care you offer!
We know it’s daunting, so we are sharing our step by step guide to responding to neutral or negative feedback:
How to Respond to Negative Feedback
Initiate Personal Contact: Reach out to the patient directly via phone to discuss their feedback. This personal approach shows genuine concern and provides an opportunity for open dialogue.
Listen Actively: Allow the patient to express their concerns fully. Listen attentively without interrupting, and ask clarifying questions to ensure you understand their perspective. Don’t try and argue or rebut how they ‘feel’.
Acknowledge and Apologize: Acknowledge the patient's experience and apologise for any dissatisfaction or misunderstanding. This does not mean you are ‘admitting’ to doing anything wrong. You are providing empathy and validating their feelings.
Investigate and Understand: Take time to investigate the concerns raised. Review patient records, treatment plans, and communication logs to identify where improvements can be made. (Complete this step even if you don’t completely agree with the feedback raised).
Propose Solutions: Offer practical solutions to address the issues raised. This may involve revisiting the treatment plan, providing additional explanations, offering a re-do of the session or adjusting your approach based on their feedback.
Follow-Up: After addressing immediate concerns, follow up with the patient to ensure they are satisfied with the resolution. This reinforces your commitment to their care and well-being.
ConclusionHandling negative feedback with empathy and professionalism not only resolves immediate concerns but also strengthens patient relationships and improves overall care delivery. By actively seeking feedback, listening attentively, and responding thoughtfully, we demonstrate our commitment to providing exceptional pelvic health physiotherapy.
Here's to continuous improvement and patient-centered care!