Complaints are about communication, not just care:
FLI#1.3: The Expectation Gap
ISCAS has identified trends in its adjudications. One of those is that many complaints can start before treatment even begins.
Expectation versus Reality.
Patients often hear: “This should help.”
They interpret: “This will fix it.”
That gap is where complaints grow.
Are you clear, do you check understanding, do you ask patients what they understand from your discussion, do you note your conversation?
👉 Consent is not just a legal requirement
👉 It’s expectation alignment
Do you know what your patients expect as an outcome?