Managing Upset Dental Patients
You know this situation – you answer the phone and unexpectedly, out of the blue you get run over by an upset patient.
It can ruin your whole day. No – it can ruin your whole week. It makes working at Midtown Dentistry not enjoyable.
Well, you figure out other dental clinics might have upset patients too – or do they all come to Midtown Dentistry.
And then comes your manager to the rescue. In five seconds flat she fixes the problem and presto – the patient is happy again.
How did that happen?
How can I resolve these problems so well?
In this class you will learn:
Why do people get angry?
What types of anger are there?
What are the ten steps to help manage an upset patient?
How to feel better even when a patient is upset
Additional material to read –Turn-Upset-Patients-into-a-Practice-Asset
WHEN A PATIENT IS UPSET, THEY USUALLY WILL LET YOU KNOW.
- A patient tells you they want the dentist private cell number – what do you do?
- A patient asks for the hygienist private e-mail – What to do?
First, you probably have a clue why they want the number. That will give you the best direction on what to do.
- Is it to congratulate Dr. Penchas on his award winning ballet dance?
- Is it because the patient seems upset and wants to complain?
- Is it because the patient wants to ask a question that you can answer for them?
Obviously if they have a complaint and you don’t know how to resolve it to their satisfaction – immediately call your supervisor or the dentist involved in the treatment.
Here is what you need to do to give a patient the provider contact details:
- Ask: “ Is there anything I may help you with?” – If there is a question or need that you can answer do so.
- If the patient wants an e-mail or telephone number. – give them the business card of the provider they want. These cards are available at every front desk of our offices.
On that card is the personal e-mail for the provider as well as the telephone number that they can use to leave a message.
- Ask them if they would like the provider to contact them : “ Would you like me to ask Dr. Penchas to contact you?”. If the answer is yes- send the provider an e-mail with the information: “Who, When, What, Why.”