Certified Professional in Health Care Risk Management (CPHRM) Practice Exam 2025 - Free CPHRM Practice Questions and Study Guide

In a healthcare setting, a grievance is defined as a formal complaint regarding patient care. This signifies that a patient or their representative has expressed dissatisfaction with the services provided, which may include issues related to the quality of care, treatment decisions, or interpersonal interactions with healthcare staff.

The formal nature of a grievance is important because it establishes a clear process for the healthcare organization to address the patient's concerns. This can promote accountability and encourage improvements in service delivery, ultimately enhancing patient satisfaction and safety. Understanding grievances is essential for risk management, as they can highlight areas for potential improvement and may indicate broader systemic issues that need to be addressed.

The other options pertain to different concepts within healthcare management. For instance, a written policy on patient rights sets the standards for what patients can expect in terms of treatment and care but does not constitute a grievance itself. A procedure for physician feedback involves evaluating a physician's performance, which is separate from patient complaints. A medical incident report is typically used to document adverse events or errors in care, which may lead to grievances but is not the same as a grievance itself.