Rude Patients

Today we give attention to a particularly hot topic for any clinic – the issues surrounding problematic and rude patients. This particular group of visitors can be a source of anxiety and stress and I will show you how this negativity can be alleviated.

Below you will find a set of practical pieces of advice that will allow you to maintain your focus and keep your cool when tensions begin to rise:

Step 1: The Power of Pause

Engaging in conflict is never a good idea, so allow yourself a moment to stop and think carefully before you speak. Take deep breaths to balance yourself and take control of the situation. Just envision yourself as the conductor of an orchestra at the start of a concert. The conductor walks on to the stage, greets the audience and takes a moment to compose themselves before addressing their orchestra members and starting the performance. In the same way, take your time before responding. This will allow you to continue the discussion and take anger out of the equation.

Step 2 - Don’t take it personally!

Remember that the patient’s anger is not about you but is most probably anger related to themselves and their personal lives. The best thing to do is to mentally detach yourself from the tension of the interaction and imagine that the person in front of your is a small little creature. This will help to remind you that their reaction is of minimal importance and that you are the master of your clinic and you therefore own the situation too.

Step 3: Take action fast!

Remember to be prompt and send the patient’s treatment records as soon as they complete the treatment session. It show consistency, professionalism, adherence to deadlines and more importantly, respect to the client. All too often, you are working with patients that suffer from trust issues and insecurities that can brew misunderstandings. Therefore the right communication from your side can win your patient over by making them feel safe and reassured.

Step 4: Manage the potential risk

In order to prepare yourself for possible acts of rudeness or mis behaviour, you can pre-empt the situation by thinking about the worst possible scenario and contemplating what action or words you would use. With this risk management tactic, you will immediately realise that you can manage any circumstance that may arise and you will continue your work fearlessly.

Be open, honest and straight-talking and you will find that your approach will initiate better responses from the other party. Positivity is key. But also, aside from focusing on how you carry yourself, make sure that you listen to your patient too. Your connections should be founded on empathy and kindness. Include phrases such as ‘I understand you’, ‘You are right’, ‘I will do my best’. Just a few words could allow your connections to develop in leaps and bounds.

Step 5: Service with a smile

You should be the beam of sunshine in your clinic. Good interpersonal skills are paramount to building solid relationships. Therefore, you must be a representative oftruth, friendship and kindness. Ask questions to pin-point issues and concerns. Take the time to sit with your patient to find a win-win solution. Then, once your discussions are complete, don’t forget the benefits of touch. Gestures such as a warm handshake show your openness and warmth in resolving issues.

Culture is key in any physical space therefore follow the above procedures and you will ensure that the energy in your clinic is harmonious and prosperous. Watch your bonds with others develop but also, your returning customers increasing by the day. Your accountant will congratulate you for it too!