The American Academy of Physician Associates (AAPA) found that 73% of patients feel the healthcare system failed them in at least one way. Some patients disliked the cost of medical care. Others were confused about how to get the care they needed.   

The common theme of these complaints was that providers don’t understand patients’ concerns. Those who grasp typical problems can take steps to solve them. By directly addressing these issues, you can provide patients with a better experience. 

In this article, we will help you understand this dynamic and complex problem. First, we’ll explain why patient feedback matters. Then, you’ll read about the most common patient complaints and our ideas for fixing them. 

Then we’ll look at what you can do to start addressing patients’ issues immediately. 

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Why Patient Feedback Matters 

Patient feedback helps you define common problems in your practice. If you ask the right questions, you can see things from your patients’ perspective. Standing in their shoes will help you define areas you can target for improvement. 

It is important to define and fix common issues. But you can also look at positive feedback. It can help you highlight your strengths and show patients what you already do well. 

Here are five benefits you can enjoy from insights provided by patients: 

• Improved patient satisfaction: Regular feedback helps you find and solve problems in your practice. These fixes can lead to higher patient satisfaction. 
• More revenue: Studies link positive patient experiences with increased hospital revenue. Practices with happier patients also often have lower operating expenses. 
• Better staff morale: Positive feedback can motivate staff. Negative comments can drive improvements. You can give staff specific areas of focus and clear goals for improvement efforts. 
• Enhanced patient retention: If you solve these problems, patients won’t seek other clinics. They will be more likely to continue going to your clinic. 
• Increased efficiency: Feedback can reveal inefficient processes. For instance, patients may complain about long wait times. Patients will tell you where the delays occur. You can then target these specific areas for improvement. 

All these benefits work together toward one overall goal: better outcomes for patients. 

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Top 6 Common Patient Complaints 

Patient feedback will vary from practice to practice. However, some complaints are common across the entire healthcare industry.  

You can create patient surveys around these issues. Or you can assess your practice yourself. If you see evidence of these problems, you can try to deal with them proactively. 

Here are the six most common patient complaints in healthcare: 
 

Long Wait Times 

Patients are often frustrated by the amount of time they have to wait when receiving healthcare. These extended delays can occur at several points during care. 

Patients may have to make appointments weeks or months in advance. At the clinic, they could experience extended wait times in the lobby or exam room. This can be especially frustrating if they arrive on time for their appointment. 
 

Insufficient Communication 

Staff may not fully explain health issues to patients. This confusion can make it difficult to manage conditions or recovery at home. It can also leave patients worrying about the seriousness of their illness. 

Patients often ask questions to clarify their diagnosis or treatment plan. But doctors sometimes do not answer these queries clearly. They may inquire repeatedly or seek answers from unreliable sources, like the internet. 
 

Lack of Personal Attention 

Some patients feel like they don’t get personalized care. Staff might appear rushed. They won’t slow down to listen to patient questions or concerns.  

Patients may get generic responses. Or doctors could give them printouts on their conditions instead of explaining them verbally. 

Billing Issues 

Medical bills can often be unclear. Or there could be errors or discrepancies that confuse patients. For example, bills may make it unclear if insurance covers a treatment. 

Some treatments can be very expensive. The cost could put necessary services out of financial reach. A lack of clarity about insurance coverage can delay treatments. This may open the door to more serious illness or developing chronic conditions. 
 

Poor Follow-Ups 

Some patients may have to wait for test results or additional information from doctors. When these results finally arrive, they are sometimes incomplete or unclear. 

Patients are usually anxious to receive such information. So, long waits can be especially frustrating or worrisome. If the eventual follow-up isn’t clear, the patient must spend time chasing down the answers they need. 
 

Unprofessional or Unfriendly Staff 

Patients have several related complaints about how staff treat them. Some feel nurses and doctors are unprofessional or too casual when talking to them. Staff may not have the seriousness the patients expect in a medical setting. 

Other patients see staff members as unfriendly. They may act cold toward the patient. Some could make patients feel like they are bothering them by asking questions. Staff behaviors can make patients feel like they are not cared for or unwelcome. 

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Strategies for Effective Responses 

Be proactive. If patient surveys reveal these issues, you can have a plan to deal with them. 

Here are strategies for dealing with each of the most common patient complaints: 

Optimize Scheduling 

Appointment reminders and a robust waiting list system work synergistically to enhance scheduling efficiency and minimize no-show rates in healthcare settings.  

By sending automatic reminders via phone, text, or email, practices can significantly reduce the likelihood of patients forgetting their appointments.   

When a patient cancels or needs to reschedule, the waiting list comes into play as a dynamic tool for reallocation. By promptly notifying individuals on the waiting list—who are often eager for sooner appointments—providers can fill gaps in their schedule almost instantly.  

This dual approach aids in the efficient use of resources and time while enhancing patient satisfaction.  

Also, make sure you’re staffing adequately to match the appointment schedule. Often, practices fall behind because they do not have enough staff for the number of patients coming in. 
 

Create a Communication Framework 

Train staff to use the same communication framework for every patient. Teach your healthcare providers to begin with a verbal explanation of diagnoses. They can then follow this up with a written version of the explanation. 

Finally, schedule time in each appointment for patients to ask questions. Give them channels, such as a chat app, where they can have questions answered from home if needed. 

Provide Personalized Service 

Encourage staff to add notes to patient records. This information could include preferred communication methods or care options.  

Create a framework for treatment plans that allow for personal details. Direct staff to work with patients when filling out the treatment plan. 

Offer patients flexible payment plans, promoting convenient, affordable payments to reduce A/R without needing collections. 

Finally, use communication tools that allow for personalization. For instance, you can send automated appointment reminders. Or you might automate updates to let patients know you are still working on test results. 

Improve Your Billing System 

Improved medical billing practices significantly enhance patient satisfaction by fostering a more transparent and user-friendly financial experience.  

By implementing advanced billing and practice management software, healthcare providers can offer patients real-time access to their payment histories, visit details, and outstanding balances.  

This accessibility mitigates confusion and frustration often associated with unclear billing processes, reducing the need for follow-up calls and inquiries.  

Automated statement delivery ensures that patients receive timely updates on their financial responsibilities, which not only expedites payment collection but also cultivates trust. 

Automate Follow-Ups 

Create a system that automatically sends messages following up after an appointment. If you are able, provide a timeframe for test results.  

Allow staff members time each day to review results and add personal notes. Also, give patients channels to contact you if they have additional questions. 

You can also automate follow-up appointment reminders. But, if possible, get patients to schedule follow-ups before leaving the clinic.  

This simplifies scheduling. It also lets the patient know the next step in their care. You can then send automated reminders for the follow-up appointment. 

Train Staff in Patient Relations 

Create best practices for talking to patients. You can start by putting these in writing and giving them to your staff. If you need to, you can schedule training for them.  

These can cover your best practices. You can also give your staff situations to role-play and practice what they’ve learned. 

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How You Can Start Addressing Common Patient Complaints Right Now 

Addressing patient complaints is an ongoing process. It can take time to get everything right. However, you can get started right away. Here are four important steps to help you begin your effort: 

• Design a feedback loop. Lay out the steps for collecting and using feedback. Include a plan to review feedback and a system for making and reviewing changes. 
• Talk to patients. Ask your patients to define your clinic’s strengths and weaknesses. Plan to address problems raised by more than one patient first. 
• Get input from staff. Talk to staff members. They may let you know things that keep them from providing good patient care. Correcting these internal issues may lead to better outcomes. 
• Demo automated communication software. Some software companies offer free trials. Use these demos to test systems before you invest in one. 

These steps create a strong base. They will set you up to be successful with your longer-term changes.