5 TIPS FOR RESPONDING TO ANGRY PATIENTS
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1 Billing & Reimbursement Revenue Cycle Management 5 TIPS FOR RESPONDING TO ANGRY PATIENTS Billing and Reimbursement for Physician Offices, Ambulatory Surgery Centers and Hospitals Billings & Reimbursements Revenue Cycle Management
2 5 tips for responding to angry patients Contents Much as you wish it would, the problem is unlikely to go away on its own. 4 Concerns by phone or in person 4 Patient satisfaction surveys 5 Respond calmly 5 Hold heated conversations in a private office 6 Take a deep breath and collect your thoughts before responding 2
3 Introduction Chances are pretty high you ll encounter an angry patient at some point in your medical career, if you haven t already. Responding appropriately to angry patients can prevent the situation from escalating into a full-blown conflict and reduce the likelihood the patient will file a malpractice lawsuit. Robin Diamond, Senior Vice President and Chief Patient Safety Officer for physician insurer The Doctors Company, recommends these five tips for dealing with angry patients: 3
4 1. Discuss the patient s concerns by phone or in person - not online. Responding online to negative comments posted on your social media page draws more attention to the problem. Instead, contact the patient to address the situation directly. 2. Administer patient satisfaction surveys to give your patients an opportunity to share their concerns. Doing so may prevent them from voicing their complaints online. Be sure to use the survey responses to identify and correct problems in your practice. Show your patients that you take their feedback seriously. Reach out to your particularly vocal patients and tell them what you ve done to rectify the situation. Some physicians pay their patients or offer them small gifts if they keep them waiting a long time. Doing so may not reduce the patient s waiting time, but it does show patients that the physician recognizes the inconvenience and values their time. 4
5 3. Respond calmly yet firmly to rude, verbally abusive or violent patients. You could say something like I understand that you re upset. Let s take a few minutes to discuss your concerns in private. Avoid trading insults with the patient or talking down to him. 4. Hold heated conversations in a private office, not a public area. Let the patient vent her feelings, and listen empathetically. Acknowledge the problem and offer a solution if possible. If you can t resolve the problem, explain why you re unable to meet the patient s requests. To express empathy for your patient, you could say, If I m hearing you correctly, you re very angry that I didn t prescribe the medication you wanted. I understand that you re in a lot of pain and want to feel better. Am I getting it right? Allow the patient to correct you or explain further if necessary. Then say, Let me explain why that medication isn t right for you. We ll work together to find another treatment that will be safer and more effective for you. If the patient s anger escalates or the patient won t leave your office, then it s time to implement your emergency procedures such as calling security to escort the patient out of your office. 5
6 5. Take a deep breath and collect your thoughts before responding to an angry patient. Understand that it s normal to feel angry, anxious and/or defensive when confronted by an angry patient. Keep in mind that the patient s anger may not really be about you, even if it feels like a personal attack. The patient may be anxious or angry about their medical condition, and they may feel they lack control over it. Lashing out at their doctor may give them a muchneeded (although inappropriate) sense of control. That explanation doesn t make rude or verbally abusive behavior acceptable. However, asking yourself what s really going on with your patient may help you respond more calmly and empathetically. Perhaps most importantly, don t ignore the problem or avoid communicating with an angry patient. Much as you wish it would, the problem is unlikely to go away on its own. 6
7 About MediGain MediGain is a global full- service revenue cycle management and healthcare analytics company devoted to improving billing, collections and outcomes for healthcare providers and the patients they serve. With more than 800 employees, MediGain provides solutions for physician groups, provider networks, ambulatory surgery centers and hospitals, enabling them to reach their maximum potential through improved operational, financial and clinical outcomes. For more information on how MediGain can maximize revenue, reduce expenses and allow you to spend more time on providing your patients with quality healthcare, visit our website, call us at or marketing@medigain.com Dallas Parkway, #200 Plano, Texas
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