It’s an unfortunate reality that we will all be faced with an unhappy patient at some point in our career. Whether you agree with their complaint or not is irrelevant. To avoid reputational damage you must navigate their concerns seriously, with respect and care.
Here I share my five tips to doing this successfully…
1. Listen Actively and Emphatically
Active listening means giving the patient your full attention without interruption. Give them as much time as they need to explain their point of view and ask open ended questions to gather detailed information. You can also use empathetic phrases such as ‘I’m sorry you feel this way’ or ‘I understand that must have been frustrating’. Doing so doesn’t have to ‘admit responsibility’ but shows you’re human and you care.
2. Remain calm and professional
Even if things get heated, it’s important to stay calm. Take deep breaths, maintain a neutral tone of voice, and avoid interrupting. A composed demeanour can help de-escalate the situation and create a more conducive environment for resolution.
3. Offer practical solutions
Once the issue has been identified, suggest clear ways to correct it. For example, if an appointment was lost, prioritise rebooking soon and staying open a little later if necessary. Explain the steps that will be taken to address their concerns and improve their experience for next time.
4. Document the incident
Always protect yourself from legal action by thoroughly documenting all patient interactions. Just as you take notes during a consultation, do the same for complaints and save in one easily accessible yet secure place. Include details about the patient’s concerns, the steps taken to address them, and the outcomes. This documentation can be useful for identifying patterns and preventing similar issues in the future.
5. Learn and improve
Always look at an unhappy patient as a learning opportunity. If mistakes on your part were made, document them and plan what positive changes you can put in place. If you have a team, inform them of the complaint and any procedural changes you’ve made as a result. Ensure that all staff members are trained in effective communication, conflict resolution and when to escalate a complaint. Regular training sessions and workshops can equip them with the skills needed to handle unhappy patients confidently.
Prevention is always better than cure
As we’d say in regard to physical concerns, it’s always easier to take steps to prevent an issue than it is to have to manage it when it’s reached its peak.
There are steps you can take to minimise your risk of seeing an unhappy patient. These include:
- Open and clear communication from the start – be honest about your wait times, skillset and prices so patients know what is realistic for you
- Manage patient expectations – never promise a treatment will definitely work, highlight the length of time it may take, and always explain the risks in both verbal and written communication that must be signed prior to treatment
- Say no if you don’t think a patient is right for you – sometimes you just have a gut feeling that a patient will be difficult. If you think their expectations are too high, then simply refuse to treat. You can do this politely by saying something like ‘I don’t think I’m the best practitioner for you’ or ‘I suggest you look for a clinic that can offer XYZ’ to avoid confrontation
For more guidance on conflict resolution, managing unhappy patients and the ups and downs of running a clinic, book our Mastermind Coaching today!