No, the Patient Isn’t
Always Right!
Pamela J. Miller, O.D., J.D.
Many practice management speakers will tell you the patient is always
right, no matter what. And that you and your staff must accept this, and
do everything you can to live by this “rule”.
The fact is, the patient isn’t always right. Following this “rule” may
undermine the cohesiveness and effectiveness of your office team.
The patient who bullies, whines, and who becomes belligerent or aggressive
will take advantage of the situation. It can cost you money, morale and
even patients. Consider: You have an office full of patients, all listening
to an altercation between an unhappy patient and an employee. It is an
unusual employee who can control the situation and achieve a positive outcome.
The other patients may become uncomfortable, and may elect to go elsewhere
if they perceive the other patient as being the injured party.
To support your staff, both verbally and by example, lay out these office
ground rules:
1. Discharge a patient from your practice when no viable alternative
exists. Any time a patient threatens or appears to threaten you or an employee,
you need to remove him or her from the office.
2. Personally apologize to a patient when appropriate. Call or send
a handwritten note when a misunderstanding arises.
3. Speak honestly with the patient. Sometimes he or she needs to be
held accountable too.
You are the one to make the final decision on how to treat a patient,
and the one to enforce the rules.
While a simple apology can often go a long way, remember neither you
nor your staff deserve any form of abuse. And whether it is a patient with
an attitude problem, or a perceived or actual threat of harm, cut your
losses and get the patient out of your practice. Remain calm and
escort the patient from the office, saying something such as, “I’m sorry
we will be unable to continue caring for you, but we will be happy to forward
a copy of your records to your new doctor.”
As the boss, you have a moral and legal obligation to protect your employees.
Make certain everyone knows what you expect and what kind of behavior you
will not tolerate. After all, everyone makes errors in judgment, and even
flies off the handle at times. But you are under no obligation to accept
offensive or threatening behavior. Neither is your staff.
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