Keeping patients happy and healthy is the most critical function of any medical office. Interacting with and helping others can be a rewarding experience as well as a very challenging one. Not all patients come through the door willing to cooperate with everything you ask, and it can be tempting to view everyone who comes in as a complaint waiting to happen. Although it's frustrating when you can't control what the person is unhappy about — and many times you can't — there are several strategies you can employ to respond to complaints with professionalism when they do happen.
It is important to remember that people are not only your patients; they are also your customer. If you're not careful, a simple complaint can escalate into a big problem, and could even cost your organization money in the form of a lawsuit or lost business.
What You'll Learn
- What to say to the person who's unhappy with their insurance (or even the healthcare industry in general)
- Non-verbal cues that demonstrate you're listening to a person's complaint and taking it seriously
- How to empathize without admitting guilt
- When a sympathetic response isn't a good idea, and how it can get you into hot water
- Ways to use open-ended and close-ended questions to maximize the information you get from people
- Why you should give patients or family members a form to document their complaints
- The five times when you need to say "Thank you" to a visitor
- Simple changes you can make to your office's layout to make it more comfortable for visitors
- And much more
Who Will Benefit
Doctors, nurses, front desk personnel, office managers, clinical technicians, accounting staff — anyone who interacts with patients on a day-to-day basis will benefit from this one-hour session.