training classes:
Managing Upset Dental Patients

Class Summary:

a class on Managing Upset Dental Patients for dental staff. Every clinic has upset clients - the trick is learning to resolve these issues efficiently

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:

  1. Ask: “ Is there anything I may help you with?” –   If there is a question or need that you can answer do so.
  2. 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.
  3. 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.”
Dr. Jonathan Penchas

Dr. Jonathan Penchas

Dr. Jonathan Penchas has been practicing Cosmetic and restorative dentistry for over 20-years in Houston. He has won numerous awards and written articles and books regarding Implant Dentistry and Dental Oncology.

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The safety of our patients and staff is our top priority.

Midtown Dentistry is currently not providing services for cleanings or elective appointments.

By doing so, we are helping to slow the spread of COVID-19 and Preserving the supplies of Personal Protective Equipment (PPE) for emergencies.

We look forward to restoring full-service dental services as soon as practical. We appreciate your cooperation and patience during this time

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