Interview advice (complaints)

[caggie2]

My interview this week has a component made up of handling a difficult phone call and handling a complaint. It's in quite a sensitive area.

In regards to handling a phone call, as I've not handled complaints in this specific area before I wouldn't want to suggest a resolution in the exercise. Would it be more so being very patient and understanding, listening to them, empathising that I understand this must be difficult for them, and that I will gather all the information so that I can ensure we handle this in the best way etc. Just being a listening ear sort of thing?

Same for handling a complaint I guess really, I'm sorry this happened, we want to do everything we can to assist you, what would your ideal outcome be, gathering all info and saying I'll take it further etc?

I always mark interviewees higher if they give an example. You should explain what best practice is then give an example of a complaint you've dealt with and what the outcome was.

Even in an mock telephone call handling a complaint? Or in that context would it be as detailed above, empathising, collecting all facts, acting what their ideal resolution would be etc?

The role is handling complaints from patients and quite a sensitive role and the complaints I've handled have been entirely different so I don't have direct experience in this exact area so I'm struggling a bit with what to say.

I think the key thing is to be polite and calm without admitting any blame. So use phrases like 'I'm sorry you're unhappy with the service you've received, let's make sure I have all the facts' or 'I'm sorry we've not met your expectations, tell me a bit more about what happened' rather than 'gosh that's dreadful how awful I'm sorry we've not delivered the right service for you'. Subtly different language but the latter risks conceding guilt.

And don't let the conversation go on too long. Try to keep it focused on facts rather than emotion. Try to agree next steps promptly and finish with a thank you for calling/time.

In addition to PP make notes of the complaint and confirm back to them to confirm you have the right understanding.

Yes I would expect an example. It shows you are able to correctly identify a complaint and competently resolve it.

Our interview notes lay out scoring parameters for each question and what to look for. Those who give examples always score the highest.

In this situation I would explain how I would resolve the pretend complaint. Then say I have had a similar experience dealing with these issues before.... This happened..... I done this to resolve it .... I learnt this from the experience.

Once you have your own personal answers for the standard questions - complaints, resolving conflict, meeting deadlines ect interviews become rather easy

I'm not sure how to suggest a resolution in setting where patients are complaining about their experiences. All of my complaint experience was within hospitality where you could offer a refund! I'm not entirely sure what resolutions are available to patients.. oh god I'm going to flunk this!

I would expect a resolution to be offered as you won’t know what sort of resolution to offer.
They’ll be looking for empathy, taking control of the situation, that you have understood the complaint. As a wrap up I would suggest thinking about next steps - something generic.
They won’t expect an example if this is a ‘test’ but you’ll need to give examples for the interview questions

Is this an NHS role? Like PALS or complaints manager at a GP surgery?

You won't be able to resolve a patient complaint at the first contact. Take the information, be professionally empathetic and say you will gather all the information from the appropriate people/notes/listen to telephone call recordings.
Then say you will write to them with the findings and an explanation.

And give a timescale!

Yes, PALS. I've experience handling complaints in hospitality, and I have 8 years experience in admin in the NHS so this role is kind of combining the two so my examples aren't really related, I'm hoping the general experience within the NHS will be enough to secure the role.
Thank you that's helpful!

Do you have access to the organisation’s complaints policy? If so, be guided by that! I’m assuming it’s a role play, rather than a straight question? In which case it will be harder to provide examples, although potentially you can talk about what you would do after the call too.
But they know that you don’t have experience of this directly, they’ll be wanting to know if you have a useful phone manner, are able to deal with grim calls without losing it, and are not going to accidentally cause more problems by admitting liability or promising what you can’t deliver. You can talk about the assumptions you’ve made regarding procedures and make a point of saying you’d be careful to follow them! And that you’d refer up if you don’t know how to handle it, rather than muddling into a bigger problem.

Okay so in PALS the clue is in the name. It's the liaison service. You are the go between for the patients and the clinical staff/management. You won't be expected to know the answers or resolve anything yourself.

Yes, know the processes and timescales. Yes, I can escalate this for you. Yes, I can look into that for you.

Yes, have you looked at the Trust's PALS website? That will give you some clues, maybe.

In my experience, complaints need to be put in writing. So if it's something serious in your role play, definitely say that the person needs to submit the details in writing.

This is a role play though, not the competency part of the interview.

This in incorrect, a complaint is a complaint, however received.

In PALS your job is to cover up for the hospital and blame the patients so the NHS trust can continue providing unsafe services free from repercussions.

Hence people advising you how to give non-apologies. Perish the thought that the NHS might give a sincere apology for fucking up or destroying lives.

https://www.bbc.co.uk/news/health-67238868

This is a liason role, you listen to their concerns, need further details like name, dob, hospital number, ward so that you can go back to the ward or manager to discuss their complaint.

The most important thing is to communicate with the complainant, say you can speak with the department involved and call them back with updates. You also need to have info on the complaints procedure if they wish to take it further

I would say what you have inferred us correct, rather than a resolution you need to offer next steps and not step out of your authority.

It's going to depend on what the complaint is - there's never anywhere to park , yes I know I'm sorry the hospital has just grown and grown and all the parking spaces are now clinical rooms.

You took out the wrong kidney - , let me take down some details, this is going to be something that needs investigation as I am sure you realise. I will need to ask you to put it it in writing to Mrs higher up than me and our practice guidelines are to respond back in writing to you within 28 days. I will send you a copy of our leaflet detailing the stages of our complaint so you are informed every step of the way. I'm so sorry you have had to raise this concern. Tell me. what happened in your own words

Hi OP,
this page https://www.nhs.uk/nhs-services/hospitals/what-is-pals-patient-advice-and-liaison-service/ suggests that a person should have made a complaint locally first to see if the matter can be resolved before complaining through PALS.

You could say something like - listen to the person; ask the person if they have complained directly already and (if appropriate) inform them that they will need to make their complaint locally before they can take it to PALS. (Perhaps some very serious matters skip this step but that would be something for your training). You might be able to use your resources e.g. the website directory to help them find the correct body to address their complaint to.

If they have already complained locally and are not satisfied you could say you would take down all the information about the complaint and the person's contact details/identifying details such as NHS number and let them know that you will look into their complaint and when they can expect to hear from you e.g. a letter within 28 days (of whatever the agreed timescale) and that you will contact them if you need more information. You might need to ask for their consent for their details to be shared within your team.

Then you perhaps liase with local services/your colleagues and manager to find out what happened and why from their side and what can be suggested to resolve the complaint. Reply to the complaint within the timescales or write to explain why the timescales will be exceeded.

That's just a scattergun of thoughts but it gives you something to say anyway.

Good luck with the interview!

Think of the STAR method. Situation, task, action, result.

Take down details of specific complaint.
Use open questions to gain information, such as "what happened then?"

Confirm back to them their complaint points so you know that the information you've taken is accurate.

Find out if they've raised the issue via other avenues, and if so, what was the outcome? You can also ask what is their preferred outcome and resolution, without making any promises that this will happen.

Tell them that their complaint will be fully investigated completely impartially and give timescales.

You can take on board how they're feeling, but it's really important to remain neutral, and to remember that your role is fact finding. Empathy doesn't mean that you have to agree.

6 years complaint handling experience here 😉

Google says https://in.indeed.com/career-advice/interviewing/how-would-you-handle-an-angry-customer-interview-question