Patient Satisfaction Tip of the Week

Tip #17: Preparing Staff to Handle Patient Complaints Every single employee should know how to handle patient complaints, even if it’s just knowing who to direct the concern to. Train your staff on customer service and communication strategies so they can quickly and respectfully address the patient’s concern. Always close with a thank you to the patient for their feedback. Preparing your staff will help them deal with stressful situations and provide valuable conflict resolution skills that can benefit your practice overall.

Questions? If you have any questions, please contact L.A. Care’s Quality Improvement Department at quality@lacare.org .

L.A. Care P4P Program L.A. Care wants to help you in your practice and maximize your award. If you represent an IPA practice or clinic, please share these tips with the providers in your network. 

L.A. Care’s Patient Satisfaction Tips of the Week are related to the Clinical and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS). CAHPS scores partially determine payouts for VIIP (Value Initiative for IPA Performance) and the L.A. Care P4P (Pay-for-Performance) Program. 

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L.A. Care Health Plan , a public entity serving Los Angeles County