Why should complaints be handled at the front line whenever possible?

Irrespective of the industry or service one is in it is considered more professional and good practice in the first instance that someone at the first level (that being where a complaint is generated) deals with it. This is to prevent the complaint escalating from something that can be sort out simply to that being expensive for the business, stressful for all concerned and to minimise impact.

Some complaints are simple misunderstandings between two people or about the quality of a product. These can be sorted very quickly an cost effectively. However, based on the category that this question is posted a complaint can be significant or even have life changing issues associated.

When in medical care we the patient had over or dignity, our well being and indeed our lives to others. It is assumed that the people dealing with you are professional and skilled enough to do so. By front line medical staff taking note of a complaint (remembering that most people do NOT want to complain anyway) and take action to bring about a satisfactory resolution it reduces the stress level of the patient and allows staff to continue with their very import and work with a minimum of fuss.

When a complaint escalates it bring with it stress and confrontation. Neither of these in a medical environment is beneficial to anyone. In addition this requires senior staff to intervene along with the first level staff. Therefore this now means more people dealing with a complaint and less managing patient care.