Ten Tips for Dealing with a Difficult Patient
Ten Tips for Dealing with a Difficult Patient
Often, the front office is the "hot seat" for dealing with difficult patients. Some of us are better at handling these situations than others. Be aware of the members of your staff who are adept at dealing with angry, defensive, or just plain rude people. They can be an asset on a busy day! When dealing with difficult patients yourself, here are a few tips to keep in mind.
1. Listen.
Be patient. Take the time to answer all their questions, hear all of their complaints, and acknowledge how they are feeling. You may find that the source of the problem is not what you expected. They may be concerned about what their insurance will actually cover, or they may have misunderstood something the doctor requested.
2. Communicate.
The patient may not understand why you are asking for something or why a certain policy is in place. Take the time to explain, even if it seems obvious to you. If they still seem confused or upset, offer to answer any questions they may have.
3. Display your policies.
Your patients are upset they have to pay their deductible while in the office instead of being billed. Or perhaps they complain that they can't get refills on the weekends. Instead of explaining your policy each time, post notices in the front office and exam rooms. Then when someone puts up a fight, you can calmly point to the sign and apologize for the inconvenience.
4. Take a deep breath.
Take a second to think before you reply to a difficult patient. Your gut reaction may be to respond defensively. Instead, try to find a way to respond that will calm both you and your patient. If you need to, make an excuse to step away from the situation, but let the patient know that you will return shortly, so they doen't feel brushed aside.
5. Exercise self-control.
Easier said than done! If you are getting worked up, you may not realize that you're speaking faster and louder. Take your time, and pick your words carefully. Be aware of your body language. Don't cross your arms or fidget. Stay in a relaxed posture.
6. Forgive.
Remember, the people coming into your office may not be feeling their best, or they may be scared or nervous about their current medical condition or going to the doctor in general. Give them the benefit of the doubt, and be polite and in control of your emotions - even if they're not.
7. Be constructive.
When someone is insulting, it can be easy to throw those insults right back at them! Avoid personal attacks and negative statements. Instead, focus on ways that you can make things right for the patient, while still following the rules and policies for the office.
8. Let go of your ego.
Remember the end goal. Whether you're trying to get the patient to properly fill out a claim form or to resolve a complaint, the point is not to "win" or "be right." Ask yourself, what's the best possible outcome for this situation and how can I achieve it?
9. Practice.
It may seem cheesy, but taking time to role-play different patient scenarios can help you react better when they actually occur. Consider getting the staff together for a brief training session where one employee plays the patient and another tries to resolve the situation.
10. Break off the relationship.
If a patient is disrupting your business or causing a serious problem for your staff, you can terminate the physician-patient relationship. This should always be a last resort and needs to be handled properly or it could be considered patient abandonment. Consult your medical liability provider to ensure you follow the correct procedures for your area.
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