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[Podcast] Managing patient complaints | Conversations with Prof David Wilkinson

By Skin Cancer Institute |May 20, 2021

Welcome to this podcast series, Conversations with Professor David Wilkinson! In this episode, Professor David Wilkinson (Deputy Vice-Chancellor at Macquarie University) speaks with Paul Elmslie (Founder and CEO of HealthCert Education and National Skin Cancer Centres) about how to manage patient complaints in a busy medical practice.

Listen to the full podcast now:


When utilising a medical service, patients are very discerning about time management and are focused on getting the best care in the shortest timeframe and at the more affordable price. Realistically, patient complaints are a common occurrence in the majority of medical practices.

In this podcast, Paul talks about the most common reason for patient complaints (including the doctor running late and poor communication) and how doctors and practice managers can best manage these complaints.

There are two types of complaints: those that are voiced inside the clinic and those that are expressed outside the clinic (through social media, word of mouth or online reviews, by way of example). Paul explains some strategies for handling both types of patient complaints in a way that minimises damage to the reputation of you and your medical practice.

Unfortunately, patients who have a negative experience are more likely to tell people about that experience than patient who have a positive one. Paul covers some of the ways doctors and practice managers can communicate with patients to resolve issues before they develop.

Hear about all this and much more in the full podcast above.

Professor David Wilkinson is Deputy Vice-Chancellor at Macquarie University. He is a registered general practitioner and public health medicine specialist. Since 2004, Professor Wilkinson's clinical work has focused on skin cancer medicine in primary care. He has published research papers on the topic, designed and led development of the only Master of Medicine degree in skin cancer, and helped develop and present a suite of skin cancer short courses delivered by HealthCert Education.

Paul Elmslie is the Founder and CEO of HealthCert Education and the National Skin Cancer Centres. Paul is a pioneer of the subspecialised skin cancer clinic model and has built a network of dedicated skin cancer referral centres and training facilities across Australia. Paul has owned or operated about 28 skin cancer clinics in his 20+ years of experience.

Topics: skin cancer doctor, Business, patient

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