2012 Annual Meeting

August 28 - September 15, 2012

P701

Successfully Dealing with the Dissatisfied Patient

Successfully Dealing with the Dissatisfied Patient

This is a ticketed session.

Handouts

P701.pdf (458.2 kB)

Dealing with dissatisfied patients is like tip-toeing through a mine-field. This course instructs on how to make it to the other side and even turn complaints into positives for the practice. Whether offenses are real or imagined, one does not have to suffer forever over the misunderstandings. The course starts with a practical discourse to help understand WHY people get upset and presents offense prevention guidelines. Once a person has been offended and complains, stops referring, or threatens to quit, the process to reconcile can still be initiated.

1. Identify chronic communication difficulties before they materialize.
2. Create a complaint resolution system that will help maintain good relations, even when occasional bumps in the road come along.
3. Determine what patients and referring professionals think of the practice in order to build strong relationships, avoid problems and improve communications.