In a perfect world, every one of your patients would be completely satisfied and happy all of the time. But, the reality is that we don’t live in a perfect world. People get angry. Patients say unkind words, whether they were warranted or not, but it’s how you and your office staff deal with these situations that make a difference. More than likely, you’ve dealt with your fair share of patients that became upset. So, today on the blog, Bryant Consultants shares three mistakes to avoid when dealing with an angry patient. We’ll also provide ways of dealing with these difficult situations.
Don’t Interrupt the Patient
Patients want to be heard, not interrupted. One of the worst mistakes that you could make is to interrupt a patient that is voicing their concerns. Interrupting is disrespectful and rude. Remaining quiet allows the patient to feel heard. You get an account of the facts, from the patient’s side, which makes you better equipped to address the situation. Jumping to conclusions without the facts only ends in a disaster. Plus, listening to the patient gains their trust, and makes them more likely to give you their undivided attention when it’s your turn to speak.
Don’t Get Distracted
Saying “Hi” to a co-worker or another patient as they enter the room or walk by is downright rude. If you need to interrupt the patient, it should be for a good reason.
If you oversee a variety of tasks, such as answering the phone, welcoming patients as they arrive for their appointment, and checking out patients when they leave, kindly let the angry patient know that you are happy to discuss their concerns, and ask them to wait just a moment so that you can arrange for a more private setting that allows you to give them your undivided attention. The angry patient deserves to be heard, but other patients shouldn’t be neglected either. Find a colleague who is capable of handling these transactions while you step aside and speak with the patient that is upset.
Don’t Make Accusations
When a patient voices their concerns, avoid using responses such as, “Sir, that isn’t possible.” or “There is no way that could have happened.” Phrases like this indicate you are calling the patient a liar and making an accusation that isn’t justified or truthful for that matter. Also, there is a good chance that the patient stops listening to you when you make accusations. Your goal in the conversation is to gain as much information from the patient as possible and then research the incident and present solutions.
Dealing with angry or upset patients isn’t easy. But it’s also unavoidable. These interactions will happen at some point or another. The best way to deal with them is to remain calm and listen to the patient’s side of the story before jumping to conclusions because how you handle a patient in this situation is a reflection of the entire office, not just you!
To find out more ways of dealing with angry patients or for information on customer service training for dental practice teams, contact Bryant Consultants by calling (877) 768-4799 or speak to a consultant today.
