In responding to a patient complaint about a PA, which sequence promotes defensible care?

• A. Acknowledge the complaint, conduct a timely investigation, communicate findings and corrective actions, document the process, and escalate per policy.
• B. Deny the complaint without documentation
• C. Delay response until the next scheduled review
• D. Refer the complaint to the PA for self-resolution

Answer: (A)

Handling patient complaints defensibly hinges on a transparent, timely process that acknowledges the concern, investigates what happened, communicates findings and any corrective actions, documents every step, and escalates per policy. This approach validates the patient’s experience, supports trust, and creates a clear record for quality improvement and risk management.

Acknowledging the complaint right away shows respect and signals that the practice is taking the issue seriously. Conducting a timely investigation ensures you obtain accurate information, identify any contributing factors, and determine what actually occurred. Communicating the results and planned corrective actions keeps the patient informed, demonstrates accountability, and helps prevent recurrence. Documenting each step provides a verifiable trail that supports defensible care and fulfills regulatory and institutional requirements. Escalating per policy brings in appropriate oversight, resources, and additional review when necessary, ensuring the response aligns with standards and safety goals.

Denying the complaint without documentation, delaying the response, or leaving the issue to the PA for self-resolution all fail to establish accountability, transparency, and systematic safety processes, and they undermine trust and legal defensibility.