Slides
Angry Patients – Via Google Drive
Angry Patients – Via Dropbox
Video
Town Hall Overview:
Title: How to Handle Angry Patients and Difficult Customers: Expert Advice
Dealing with angry patients and difficult customers can be a challenging task. Their frustration, anger, and sometimes even personal attacks can make it difficult to effectively communicate and find a resolution. However, with the right strategies and mindset, it is possible to handle these situations with professionalism and empathy. In this blog post, we will explore some valuable tips based on a script from a NAOHP Town Hall discussion about angry patients.
Understanding the Source of Anger:
One of the key takeaways from the discussion was the importance of understanding the underlying reasons for angry patients. The consensus was that the number one complaint from patients is often related to wait times or unmet expectations. Patients become frustrated when they have to wait longer than anticipated or when their expectations are not properly communicated. Therefore, addressing these issues and setting clear expectations can greatly reduce patient anger.
Active Listening:
The first step in handling angry patients is to actively listen to them. Regardless of how heated the situation may become, it is crucial to give them the opportunity to express their concerns fully. Practice active listening by focusing on what they are saying, summarizing their concerns, and using their own words to acknowledge their frustration. This demonstrates that you are genuinely listening and trying to understand their perspective.
Acknowledgement and Empathy:
After listening, it is essential to acknowledge their concerns and show empathy. Instead of dismissing their anger or immediately offering solutions, repeat their main points using their own words. This shows that you truly understand their frustrations. Additionally, expressing empathy and understanding can help de-escalate the situation. Simple statements such as, “I can see how frustrating this must be for you” or “I understand why you feel this way” can go a long way in diffusing tension.
Professionalism and Boundaries:
While it is crucial to empathize with angry patients, it is equally important to maintain professionalism and set boundaries. Remember that their anger is not directed personally at you but at the situation or organization. Refrain from taking their remarks personally and avoid engaging in arguments or counterattacks. If the situation becomes overwhelming or you feel your emotions rising, it may be necessary to take a step back and ask for assistance from a colleague or supervisor.
Offer Solutions:
Once the patient has vented and their anger has subsided to some extent, it is time to offer solutions. Provide options that can help resolve the issue, demonstrate your willingness to assist them, and try to find a resolution together. It is crucial to maintain transparency during this process, explaining any policies or guidelines that may be affecting the situation. By keeping the lines of communication open, you are more likely to arrive at a mutually agreeable solution.
When Emotions Run High:
In rare instances, despite your best efforts, emotions may continue to escalate. If you find yourself becoming increasingly angry or frustrated, it is essential to remove yourself from the situation. Excuse yourself politely and return after taking a moment to compose yourself. Asking a colleague or supervisor to intervene can also be helpful in diffusing tension and finding a resolution.
Handling angry patients and difficult customers is no easy task, but it can be accomplished with the right strategies and mindset. By actively listening, acknowledging their concerns, showing empathy, maintaining professionalism, and offering solutions, you can navigate these challenging situations effectively. Remember, the ultimate goal is to address their concerns, find resolutions, and maintain positive relationships with patients and customers.
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