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Treating difficult patients is an art that helps minimize edgy confrontation, ensure patient satisfaction and facilitate a smoothly run practice. This author details the importance of addressing a difficult patient’s feelings with a positive tone and appropriate body language.
Out of the many challenges that business owners face day to day, human conflict is the one that most people lack the skill to handle appropriately. However, learning how to deal with interpersonal conflicts caused by “difficult people” will help enhance patient satisfaction and ultimately improve the productivity of your practice.
We perceive the “difficult person” in many different ways. He or she may be arrogant, demanding, unrealistic or condescending. Usually, the difficult person is someone who is working from the negative side of his or her personality. Such people are often unaware of how they affect others. Rarely do people make conscious decisions to be difficult.
In the business world, we are constantly faced with trying to work with others who may challenge our ability to get things done. There is great value to be gained when we take the time to try to understand another’s viewpoint. By changing our attitude toward difficult people or patients and changing our viewpoint about what makes them “difficult,” we can find a wealth of knowledge to improve our own ability to work with people.
I have had a few difficult patients in my day.What I do:
1.Talkto them calmly
2.Try to see it from their point of view.After all,their foot is still in pain or they did not get the desired result.If you can honestly say that maybe they do have a point,a quick apology along the lines of:I am sorry I could not help you the last time Isaw you.Let me see what I can do for you now.
3.If you are trying to reason with them and they are very nasty,You can refer them to the podiatrist down the block.
How To Resolve Conflict With Difficult Patients
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