When Patients Take Complaints to Doctors:

A Hidden Challenge — and Why Strong Communication Systems Matter

During my years as a hospital administrator and Patient Relations Officer, one hidden challenge kept resurfacing:
Patients often bypass complaint systems — and take their concerns straight to the doctors.

At first glance, this might seem harmless — patients simply speaking to the person they trust most. But over time, I’ve seen how it creates stress, confusion, and inefficiencies for both doctors and administrators.

Why Do Patients Talk to Doctors About Administrative Issues?
Patients often see doctors as:
● The most senior authority in the hospital
● Someone who can “get things done”
● A trusted figure who will listen

What patients may not realize is:
● Doctors aren’t responsible for billing, waiting times, or room allotment
● There is a structured process for complaints
The result? Doctors feel burdened, and patients feel unheard if their concerns aren’t resolved through the proper channels.

The Impact on Hospital Functioning
When patients bring non-clinical issues directly to doctors:
● Doctors’ time and focus are diverted from clinical care
● Patients may receive inconsistent or incorrect guidance
● Complaints don’t get recorded or tracked properly
● Staff morale suffers — especially among front office and nursing teams
As an administrator, I often found myself clarifying, backtracking, or smoothing tensions created simply by broken communication paths.

How We Can Solve This: System + Training

Here are some practices that helped reduce this issue in the hospitals I worked with:

1. Proactive Patient Communication
   PROs and front desk staff should clearly explain how complaints are handled.
   Let patients know they can always speak to someone — without needing to involve
   the doctor.
2. Doctor Orientation
   Doctors should be briefed not to handle non-clinical complaints directly.
   Instead, they can politely redirect patients to the Patient Relations Officer.
3. Visible Complaint Channels
   Complaint desks or feedback forms should be displayed clearly in the hospital.
   Make patients feel their concerns will be addressed respectfully and fairly.
4. Quick Response to Issues
   The faster the complaint is resolved by the front office or PRO, the less likely
   patients are to escalate it to doctors.
   
   Doctors save lives, but administrators protect the environment in which that care happens. That includes managing patient emotions, complaints, and expectations.
   
   When we create clear systems, educate patients, and support doctors, the hospital runs more smoothly — and its reputation remains strong.
   
   Real-Life Case: How Coordination and Empathy Resolved a Post Surgical Conflict
   
   During my time as a Patient Relations Officer at a reputed hospital, I encountered a sensitive case that taught me the true meaning of coordination, empathy, and timely decision-making.
   
   The Situation:
   A patient who had recently undergone bypass surgery was experiencing severe pain and delayed wound healing. The situation was complicated by the patient’s diabetic condition, which slowed recovery.
   
   The family grew anxious and frustrated. They expected progress but saw continued pain.
   
   Adding tension, the treating cardiothoracic surgeon, though highly skilled, had a blunt communication style. He spoke harshly to the patient about their diet and diabetic control, suggesting it caused the poor wound healing.
   
   The patient and family felt hurt, disrespected, and emotionally drained.
   
   As the PRO: What I Faced
   The family approached me — upset, confused, and losing trust in the treatment process. I felt immense pressure as the bridge between their concerns and the medical team.
   
   Instead of reacting emotionally, I listened patiently, acknowledged their distress, and assured them we would address the issue without affecting quality of care.
   
   Coordinating a Resolution
   After assessing the situation, I escalated the matter professionally and sensitively. I approached a senior cardiologist known for clinical expertise and patient-friendly communication.
   
   I explained the case, the family’s emotional state, and their discomfort with the current approach. The senior doctor agreed to take over, ensuring a smooth transition.
   
   The Outcome
   
   Under the new consultant’s care:
   ● The wound began to heal
   ● The diabetic condition was managed better
   ● Most importantly, the patient and family felt heard, respected, and cared for
   They later expressed satisfaction and gratitude — not just for recovery, but for how the situation was handled with dignity and compassion.
   
   What I Learned
   
   ● A Patient Relations Officer must remain calm under pressure and avoid emotional responses.
   ● Listening empathetically is often the first step toward resolving complex cases.
   ● Internal escalation and coordination must balance patient care with respect for doctors.
   ● Hospital reputation isn’t built on medical expertise alone — it’s built on human connection.
   
    

Why Training Matters

This kind of conflict resolution, complaint management, and hospital workflow understanding doesn’t happen by chance — it comes from proper skill-building. Professional programs like the Best Hospital Administration Training in Kochi help equip administrators, PROs, and healthcare managers with the right tools to handle patient communication, streamline complaint systems, and support doctors effectively.

When hospital teams are trained well, patient trust grows, staff relationships improve, and overall hospital performance strengthens.

By
Bindu Thomas
HOD, Camerin spark
Kakkanad