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