Some patients are impatient, frustrated or simply difficult to manage. Others can appear grumpy before you even interact with them. Either way you need to know how to deal with frustrated patients. Here are three easy steps that you can implement with your staff today. Keep in mind, your practice should already have a conduct standard in place. The following information can help to improve your protocols.
1. Manage communication by using appointment reminders
Sometimes less is more. This is especially true with patients who tend to air on the side of unfriendly or are not interested in constant communication. An automatic appointment reminder will give your patient all the information they need without requiring them to interact with your staff. And with programs like appointmentreminders.com, you can easily implement automatic reminders for a very low cost.
2. Give your staff the right tools
Have you ever heard of a compassion strategy? Or patient toolbox? This tactic might sound a little strange but it has the potential to work wonders for your practice. You see patients at their worst – when they are sick, exhausted, and vulnerable. Very few have the ability to act their best in that state. You and your staff can create a compassion strategy to help ease their discomfort from the moment they walk through your doors. Small acts of kindness, such as offering hot tea or water while they wait, can make a huge difference in patient attitude. Create a simple strategy that your entire staff can implement.
3. Pay attention to frustrated patients
Often times, a situation can be prevented before it unfolds. If your staff is paying attention and being observant they may have an opportunity to prevent a patient from becoming irritable or impatient. By simply addressing your patient’s issue ahead of time, your staff can improve patient care.