THE ART OF COMMUNICATING WITH UNHAPPY PATIENTS
Kristi Hudson
As clinic staff, we have a responsibility to give patients our undivided attention, make them feel welcome, and ease any concerns they have regarding care or finances, all while answering the phone, making appointments, assisting the doctor, and collecting payments. As my colleague, Dr. David Jackson said recently, “We can be great at multitasking, but it all falls apart when we try to multifocus.”
To make matters even more complicated, dealing with unhappy patients is a surefire way to throw your day into chaos and cast a shadow on an outstanding patient experience. Most of us dislike conflict and have an innate desire to please others. That is one of the reasons working in chiropractic is so fulfilling. When tensions rise because an unhappy patient finds his or her way to you, you can do a few things to neutralize the situation.
“Most of us dislike conflict and have an innate desire to please others. ”
1. Listen. This is perhaps the most important strategy in resolving conflict, but most of us are lacking in this skill. Listening helps broaden your capacity for empathy and sharpens your communication skills. Really hear what the other person is saying. Do not interrupt. Try to see the problem from the patient’s point of view. It will help you find a resolution more quickly and turn an unhappy patient into a happy one.
2. Be Understanding. In many cases, pain brings a patient to our office. Pain may be interfering with sleep, social life, daily living, finances, and more. Any of these reasons can add anxiety and stress to a person’s life, and patients may take it out on you. Are they having a bad morning? Were they stuck in traffic, arrived late for the appointment, ended up waiting to see the doctor, and now will be late for work? These additional stressors have little or nothing to do with you, but the patient is frustrated and needs to vent. Reassure the patient that you, and the rest of the team, will take care of him or her as quickly as possible. It has been said that everybody, at any given moment, is struggling with something. So, understand that sometimes, the “issue” really isn’t with you or the clinic; it may be much deeper than that.
3. Be Kind. Your body language, facial expressions, and tone of voice will do more to soften the situation than the words you say. Kindness comes from the heart. Remain calm and empathetic to your patient’s situation and be authentic. When everything about you says, “I am concerned for you and only want the best for you,” the effect will impact your patient in a positive way.
4. Do Not Argue. This is a no-brainer, but it is worth mentioning because, in the heat of the moment, patients can be disrespectful. They can also be wrong. Telling them they are rude or wrong only adds fuel to the fire, and can escalate a situation until it reaches a point of no return. Remain positive. If a patient refuses to calm down, don’t be afraid to remove yourself from the situation. For example, simply say, “Mr. Jones, you are obviously upset, and I’d like to ask that we set up a time later today when we can discuss this in private.” Saying that allows you to have a bit of a time-out rather than letting the situation escalate, and it removes the problem patient from the flow of patient care so you can focus on others in the clinic. It also tells the patient with the concern that you are willing to carve out time just for him or her to get the issue resolved.
5.Resolve the Problem. Not every problem can be solved without the doctor or office manager, but many can be taken care of quickly and efficiently. If a patient is upset over a bill, reassure the patient that you will take the time to consider it and resolve the issue as quickly as possible, and then make it a priority to do so. If the patient is upset because it is taking longer than usual to see the doctor, offer to schedule an appointment at another time or see if there is a way to get the patient in faster. When situations come up that are beyond your control, assure the patient that you will talk to the person who can assist him or her. Let the patient know when to expect someone to get back to him or her, and keep your promise by following up sooner than expected.
We are all human, and we all face good and bad days. Anger is nothing more than the outward expression of hurt, fear, and frustration. Keeping that in mind will help you keep things in perspective. One difficult patient is not a good reason to ruin a perfectly good day. Keeping a positive attitude and starting each day with the purpose of helping your patients become happy and healthy will go a long way to show patients (and your doctor) that you are committed to practice success. If all else fails, and you have one or two patients who simply leave chaos in their wake, there is nothing more kind you can do than refer them to another clinic where they may be happier, and perhaps your clinic will be happier too.
Kristi Hudson is a certified professional compliance officer (CPCO). She serves as the Director of Business Relationships for ChiroHealthUSA Where she has helped to educate DCs and CAs on establishing simple and compliant financial policies. She also works with state and national organizations to provide educational awareness on changes within the profession. You can contact Kristi at 888-719-9990 or [email protected], or you can visit the ChiroHealthUSA website at www.chirohealthusa.com.
