What should an RMA do if a patient's complaint involves safety concerns?

When a patient's complaint involves safety concerns, documenting the complaint and escalating it as necessary is the appropriate action for an RMA. This ensures that the patient's concerns are taken seriously and properly evaluated. It is essential to create a record of safety issues, as these can have significant implications for patient care and facility operations.

Escalating the complaint means bringing it to the attention of appropriate medical personnel or management, who can investigate and address the situation effectively. This not only protects the patient but also helps to uphold safety protocols within the healthcare environment.

Other options, like dismissing the complaint or assuring the patient that everything is fine without investigation, can lead to serious safety issues being overlooked, which could jeopardize the wellbeing of the patient and potentially others. Empowering the patient to resolve the issue themselves also fails to take responsibility for the safety standards that the medical facility is obligated to uphold. Therefore, documenting and escalating the complaint is the best course of action to ensure patient safety and foster a responsive healthcare environment.