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Scared Kramer patient

Cosmetic surgery clinics must also deal with aggressive and persistent complaints from unreasonable complainers. Complainers may make complaints after treatment with the intention of receiving cosmetic treatment for free from the beginning, or they may change their mind midway and make unreasonable demands to the medical institution, demanding a refund of the treatment fee. In either case, it seems that these complainers often demand the return and refund of products that they have used extensively at stores other than medical institutions. Hotels and department stores have manuals for dealing with complainers. In these cases, they will create a quarrel over even the slightest mistake and make the accommodation fee free or demand a condolence payment. Unfortunately, in private clinics like ours, it is impossible to treat patients as complainers from the beginning, so we have not taken sufficient measures and have fallen prey to complainers in the past. In particular, there are complainers who target people in medical positions. There was a patient who persistently demanded a full refund of the treatment fee because the treatment did not completely remove the spots. Even though the treatment fee was discounted and the treatment was performed at a campaign price, it makes you suspect that it is a planned complaint to ask for a refund after the treatment. "I was counseled to get rid of the spots completely, but they haven't gone away!" is a ridiculous thing to say. First of all, as a doctor, I can never guarantee that the spots can be completely removed. This is because some spots, such as melasma, are extremely difficult to remove and can only be controlled. In many cases, even a slight fading is effective enough. There are some complainers who make aggressive complaints about even a small amount of remaining spots. They unilaterally insist on what is convenient for them, such as the staff's poor attitude, insufficient explanation, the cost is too high, what they say is different, etc., and do not give in. Some patients make threatening complaints. Until now, I thought that I would have to refund the money because I was afraid of the risk of having to spend time on such unreasonable patients, but as a medical institution, I will explain things thoroughly, provide materials, perform treatment that is currently considered effective in medicine, and if there are no problems, I will never give in to unreasonable complaints. When it comes to medical troubles, mistakes and negligence on the part of medical institutions and doctors are often brought up, but there is also the fact that there are patients who have an abnormally persistent temperament called complainers. Previously, there was a case where a doctor who was an acquaintance forged a medical certificate and demanded a refund. When we informed the doctor who submitted the forged medical certificate through the clinic's legal counsel that we would be filing criminal charges against him, he completely changed his attitude and stopped making unreasonable demands. When a complainer complains, we first show hospitality and give priority to explaining acceptable retreatment options and getting them to accept them. However, if they make repeated unreasonable demands or engage in acts that could be interpreted as threatening, unfortunately, we must take legal action. Doctors have an obligation to ensure and protect the health and safety of their patients, but from this actual case, we have learned that they must also protect themselves from the fear of complainers. It is unfortunate that medical institutions need to take measures against complainers so that they do not spend too much time on such complainers and neglect the treatment of other patients.