Empathy and patience reduce complaints

Empathy and patience are cornerstones of resolving conflicts between patients and healthcare providers. Both Dr Lo Su-vui, Cluster Chief Executive of New Territories East Cluster, and Dr Tang Kam-shing, Service Director (Quality & Safety) of New Territories West Cluster, winners of the Ombudsman’s Awards from the Office of The Ombudsman this year, share similar approach in handling complaints. That is to think from the perspective of patients, listen to their requests with empathy, and then explain the issue with patience.

Dr Lo also believes that colleagues should follow the guiding principle of impartiality, fairness and transparency in handling complaints. He obtains first-hand information of patient feedback and complaints from patient relations officer every day and advises on reviewing complaints from different perspectives. He even follows up some cases directly when neccessary. Besides, Dr Lo regularly meets doctors to share with them communication skills and experience in healthcare management.

Dr Tang says, “Most people complain for a reason. When handling a complaint, colleagues have to see beyond their professional role, as well as put themselves in patients’ shoes to look for a solution.”