What to Do When a Patient Goes Ballistic
- Date: 2007-08-01 - Word Count: 517
Share This!
Today was a bad day. A high-maintenance patient who has been difficult in the past had a meltdown in our waiting room (which was full), yelling at our receptionist for having to wait longer than they would've preferred.
Now I realize the ball does get dropped in a busy practice from time to time. Given the sensitive nature of our work, I am relieved when it amounts to something relatively trivial like accidentally keeping someone on hold, or losing a call. I know those things are important to the person-in-question, but it's nothing compared to, say, a wrong prescription.
Our receptionist handled the situation like a professional, but later she confessed to me that she was completely unnerved. I told her she did fine, and shared with her a four-step process for dealing with difficult patients that I printed off of the Texas Medical Association website:
1. Listen Attentively. Spend several minutes letting the patient tell the whole story without interruption. Be careful not to become defensive, react sarcastically, or appear rushed. Use good eye contact, and take notes, if appropriate. If the patient gets off track, use phrases such as: "Tell me more about …," "Then what happened?" or "How did you feel then?" These phrases invite the patient to continue the story rather than start over at the beginning.
2. Show Concern. After the patient has completed the story, show appropriate empathy or understanding for the situation. Use phrases such as: "I can see how you might have gotten that impression of us," "I can see why you're concerned," or "I'd feel that way, too, if I were in your shoes." You don't have to agree with the patient's story or point of view. Simply show understanding for the situation. The benefit of listening and showing empathy is that the patient begins to feel understood and respected as a person, and that usually lessens emotions.
3. Clarify Details. The next step is to clarify any details or points in the story that are important to reaching a solution. Focus on those items that give you information and clues about how to approach a situation.
4. Respond Assertively. Finally, once you have a clear understanding of both the facts and the emotions of the situation, you can choose an appropriate response. Use an "ideal solution" question such as: "What would you like me to do to solve this problem?" or "What would be your ideal solution to this problem?" The patient may surprise you by suggesting a perfectly acceptable solution. Using the patient's response as a starting point, negotiate the best possible agreement. Be clear about your policies and possible exceptions, outline the patient's choices, and work toward a solution.
The receptionist mainly did the first two, since the problem wasn't serious, and the patient was just venting. Still, the key for such incidents is to be as prepared as possible. After reading the above list, our receptionist made a copy and taped it to her computer.
You know, I can't get my kids to fill the dishwasher or make their beds, so anytime someone listens to me, I feel like doing a little dance.
Now I realize the ball does get dropped in a busy practice from time to time. Given the sensitive nature of our work, I am relieved when it amounts to something relatively trivial like accidentally keeping someone on hold, or losing a call. I know those things are important to the person-in-question, but it's nothing compared to, say, a wrong prescription.
Our receptionist handled the situation like a professional, but later she confessed to me that she was completely unnerved. I told her she did fine, and shared with her a four-step process for dealing with difficult patients that I printed off of the Texas Medical Association website:
1. Listen Attentively. Spend several minutes letting the patient tell the whole story without interruption. Be careful not to become defensive, react sarcastically, or appear rushed. Use good eye contact, and take notes, if appropriate. If the patient gets off track, use phrases such as: "Tell me more about …," "Then what happened?" or "How did you feel then?" These phrases invite the patient to continue the story rather than start over at the beginning.
2. Show Concern. After the patient has completed the story, show appropriate empathy or understanding for the situation. Use phrases such as: "I can see how you might have gotten that impression of us," "I can see why you're concerned," or "I'd feel that way, too, if I were in your shoes." You don't have to agree with the patient's story or point of view. Simply show understanding for the situation. The benefit of listening and showing empathy is that the patient begins to feel understood and respected as a person, and that usually lessens emotions.
3. Clarify Details. The next step is to clarify any details or points in the story that are important to reaching a solution. Focus on those items that give you information and clues about how to approach a situation.
4. Respond Assertively. Finally, once you have a clear understanding of both the facts and the emotions of the situation, you can choose an appropriate response. Use an "ideal solution" question such as: "What would you like me to do to solve this problem?" or "What would be your ideal solution to this problem?" The patient may surprise you by suggesting a perfectly acceptable solution. Using the patient's response as a starting point, negotiate the best possible agreement. Be clear about your policies and possible exceptions, outline the patient's choices, and work toward a solution.
The receptionist mainly did the first two, since the problem wasn't serious, and the patient was just venting. Still, the key for such incidents is to be as prepared as possible. After reading the above list, our receptionist made a copy and taped it to her computer.
You know, I can't get my kids to fill the dishwasher or make their beds, so anytime someone listens to me, I feel like doing a little dance.
Related Tags: electronic medical records, emr, medical transcription, transcription, medical transcription service, medical transcription services, medical transcription company
VIVA Transcription provides medical transcription services to hospitals and clinics across the United States and Canada. Learn how medical transcription works, or compare VIVA to other transcription services. Your Article Search Directory : Find in Articles
Recent articles in this category:
- Dental Insurance For Individual Can Be Of Help At Time
Dental problem may cost one a lot of money and pain. But, practicing a reasonable care could decreas - Personal Trainer For Perfect Health
There is a general misconception that need for a fitness trainer comes for novice or from those who - Varicose Veins - Causes, Symptoms, Treatment
The majority of people after thirty notice the changes that appear with the maturing. In this case t - Scenar Therapy - Self-treatment Or Healing Partnership
Do you want to learn about a device which will help you to ease your pain? If you get this kind of a - Scenar - 5 "no, Nos" Of Scenar
Are you fed up with the pain in your body? Various parts of our body seem to ache due to different r - Scenar Device - 5 Tips On Travelling With Your Scenar (skenar) Device
You might be aware of scenar which has become quite popular these days. This is actually the acronym - Scenar Therapy - How To Treat Your Pet With Scenar
There are many alternative methods of treatment that are being invented these days. Lots of people a - Your Options For The Treatment For Appendicitis
Appendicitis is considered to be a surgical illness. Due to its severe character, the treatment for - How To Choose The Right Copd Medication
Chronic obstructive pulmonary disease or COPD does not have any cure. But with the help of medicines - Septic Arthritis: Infectious Agents Penetrate Joints' Spaces
Another major type of arthritis is septic arthritis, which is also known in various terms like: pyog
Most viewed articles in this category:
- Drugs - the Last Alternative for Adhd in Kids
Anyone over the age of thirty who has grown up with ADHD understands that there was not much help av - Foods To Eat To Gain Weight
Malnutrition has the same degree of problem as obesity. There are people who are too skinny, they fi - Understanding Postpartum Clothing
The same way most pregnant women dream of the day when they will begin showing for wearing maternity - Kegel Exercising for Bladder Control and Enhanced Sexual Pleasure
Kegel exercises strengthen the muscles of the pelvic floor, thereby improving the urethra and/or rec - The Use Of Weight Loss Herbs
Nothing has garnered more attention in today's world than the success or failures of weight loss pro - A Simple Acid Relux Cure
Many people today are afflicted with heartburn. If they eat food that is too spicy, they get heartbu - Five Effective Household Back Pain Treatments
Back pain treatment comes in lots of forms, from exercise to pain mediction. Standard and most wides - Herbal Remedies - Can They Cure What Ails You?
You've probably heard about herbal remedies before and how they can treat a variety of health proble - Natural Relief for Tinnitus - What are your Choices
Natural Relief For Tinnitus - Alternative Options Did you know that there are an estimated 50 t - Birthing Around the World
Since ancestral times, different cultures showed off different customs and beliefs around the miracl