Episode 4: My Patient Is Angry--Now What?!

TAKEAWAY:

The way that we respond to an angry patient is just as (if not more) important than their concern itself. 

When was the last time you had an angry patient? Do you feel like you responded in an appropriate manner? When a patient is frustrated, there are several tools we can use to help resolve their concern quickly and effectively.

Here's a running list of the tools mentioned in this episode, in no particular order;

• SIT- get down on their level and show them you have time for them through non-verbal behavior
• ADDRESS THEIR CONCERN PROMPTLY
•  USE THEIR  NAME
• LISTEN- it's not about the nail!
• SEEK TO UNDERSTAND / CLARIFY
• AGREE- validate their view of the situation
• STAY CALM- becoming defensive or angry will only add fuel to the fire
• OFFER SOLUTION(S)

Our goal as dental providers should always be quality care and great outcomes. Being familiar with what these tools are and how to use them when situations arise can help move things in that direction!

REFERENCED MINDS:

How to Win Friends and Influence People by: Dale Carnegie

It's Not About the Nail YouTube video about the importance is listening and validating before offering solutions