Patient complaints are inevitable. Catastrophes aren’t.

Hosts Vincent Buttaci, John Leardi, and Paul Werner have seen patient complaints turn into licensing board actions, payer audits, malpractice claims, regulatory investigations, and even criminal exposure.

And many of these started with a simple question about a bill, a scheduling issue, or a misunderstanding that was handled poorly by a provider. 

In this episode of Almost Clinical, the guys walk through the real-world risks behind patient complaints and the practical steps healthcare providers can take to manage them before they spiral.

 Highlights include:

•  Why ignoring a complaint is never an option
• The critical mistakes that immediately escalate risk
•  How empathy isn’t just good customer service, it’s risk management
•  The importance of having a clear internal chain of command
• When a situation can be handled internally – and when it can’t
• How AI and “informed” patients are changing the nature of complaints
• Real examples of small issues turning into major legal problems

The takeaway is simple: you can’t control what patients say, but you can control how you respond. And that response will determine what happens next for you and your business.

Join Almost Clinical hosts Vincent Buttaci, John Leardi, and Paul Werner as they challenge each other’s views on how to operate, invest, and succeed in healthcare’s rapidly shifting landscape, translate legalese into business sense for healthcare providers, executives, private equity professionals, and strategic stakeholders, and explore the issues shaping the business of medicine today and tomorrow.