How would you handle a difficult patient?

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How would you handle a difficult patient?

• Not every patient is a delight to deal with.
  Maybe an appointment went out of line with the
  patients expectations maybe the patient felt
  you didnt give enough time to listen to their
  problems or maybe they are just taking time to
  handle their health issues. In any case, being a
  healthcare provider, its your responsibility to
  handle the agitating patient in the best possible
  manner. Herere some tips to handle a difficult
  patient
• Let the patient vent Though this might seem like
  the worst part about handling a difficult
  patient, its not that bad and its really very
  important. When you let an angry patient vent his
  or her feelings, pay attention to it. Itll help
  you deplete their energy, after which you both
  can focus on the solution. You may feel compelled
  to interrupt as they share what transpired. But
  dont do it. Even when the patient is wrong. The
  only time you must interrupt the patient is when
  he or she is being verbally abusive. Keep making
  notes as the patient speaks. When they have
  finished speaking, give a few seconds pause, and
  respond in an empathetic tone. Allowing the angry
  patient to vent it all out will reinforce the
  fact you have listened patiently and will have a
  full understanding of the matter.
• Apologize to the patient No matter what role you
  played in the patients bad experience, an
  apology will certainly help handle the difficult
  patient. A sincere, well-delivered apology will
  help appease an upset patient. The way you draft
  and deliver your apology will determine how
  successful it is. Ensure your apology isnt
  merely a statement about how you feel, and it
  involves the patient. An apology that compels the
  patient to respond will calm them down and give
  them control. If the patient accepts your
  apology, you both can move on to a solution. If
  the

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patient is still angry, you will need to continue
letting them vent anger until they feel
better. 3. Work on resolving the matter Your
focus when handling a difficult patient is to
resolve the issue and ensure that the patient
returns to your practice and recommends your
services to family and friends. Even if it was
neither you nor your staffs fault, you need to
focus on what the patient wants if youre
handling the issue. Focusing on the solution will
give you a chance to gain them back as a loyal
patient.