SDMGMA October Lunch Presentation

SDMGMA October Lunch Presentation

"The Ins and Outs of

Managing Patient Complaints"

Presented by:

Rikki Valade - Senior Risk Management & Patient Safety Specialist, Cooperative of American Physicians

Wednesday, October 15th, 2025 | 12:00 PM - 1:30 PM

Filippi’s Pizza Grotto Kearny Mesa (Private Meeting Room)
5353 Kearny Villa Rd. San Diego, CA 92123

Objectives and Discussion:

• Define the Patient Experience & How It is Measured
• • Setting Expectations
  • Partnership Plan
• Understand the difference between a complaint and a grievance
• Managing Difficult Patient Situations
• • Managing Patient Complaints
  • Health Plan Grievances
  • Medical Board complaints

• Define a policy/process in your practice