Fortunately, 95% of our patients are wonderful. It's the other 5% who cause us problems in practice. Obnoxious people are probably the worst type of patient one can deal with. These patients can ruin even the best day.
Tips for dealing with rude people include:
- Be kind and professional. The worst possible thing to do would be to get into a shouting match. When confronted with a kind, calm manner, even the most obnoxious patient will back down. Ask the patient to come to a private area to discuss the concern away from other patients.
- Use terms such as, "I understand how you feel" or "Let me try to help you" and "I can sort this problem out." Always remain calm and in control.
- If your patient is shouting, let them know that they are disturbing the other patients. Most people do not want to create an uproar, they only want to be listened to and understood.
- If you absolutely cannot handle the situation yourself, inform the dentist. The dentist is usually seen as a figure of authority and his/her presence may help to calm your obnoxious patient.
October 28, 2011 - Toronto - Downtown Vibe!
SYNERGY = A well trained and focused team who work together will take your practice to new heights. This program will help you to streamline group dynamics and work together in an atmosphere of organization and synchronization.
- Creating a clear vision of the practice; setting goals and defining the steps to reach those goals
- Building an ACE team: The importance of training your ideal team
- Is your hygiene department providing consistent standard of care?
- Monitoring progress and production in all the areas of the practice
- Using process and protocol in practice systems
- Proactive project management
- Marketing tips for the practice
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