Patient Management Resources?

[meisterluv]

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Does anyone have a good book, resource, or CE on how to deal with difficult patients (angry, condescending, impatient, rude, etc.)? I seem to be on a good run on these types of patients and would like tips/tricks/methods on how to handle these scenarios. Thanks.

 

[Saddleshoes]

My best resource for difficult patients is "the door".
You need to understand that they need you more than you need them. Once you invite them to leave you will be amazed how quick things turn around.

 

[pubhealthdent]

Does anyone have a good book, resource, or CE on how to deal with difficult patients (angry, condescending, impatient, rude, etc.)? I seem to be on a good run on these types of patients and would like tips/tricks/methods on how to handle these scenarios. Thanks.

You can't please everyone and more often than not if they're rude/mean/whatever at their first visit, they'll be like this at every visit. Be professional and confident. You don't have to have every patient like you. But you do need them to trust you. If that trust isn't there, time to say adios

 

[2TH MVR]

My best resource for difficult patients is "the door".
You need to understand that they need you more than you need them. Once you invite them to leave you will be amazed how quick things turn around.

I agree, but I would preface this that you need to do everything possible to save the situation. Consider it a challenge. I am always thinking about the litigious society we practice in. If the problem patient is under my care .... I can SAVE the situation. If my ego gets in the way (as it does many times lol) and I show that patient the door .... well .... now I have to be worried about what the next dentist (ortho) will say about my treatment. Unfortunately things that the next dentist says can be mis-interpreted by the pissed off patient that your work was substandard.

Going through just one malpractice lawsuit will change your views on dealing with these problem patients. Trust me.

If you do need to dismiss a patient. Make sure you have a papertrail on their dismissal. Make sure it is documented on how you tried to remedy the situation and lastly a final letter dismissing the patient. The patient needs to be in a "stable" dental situation. Regardless of nonpayment or other issues .... provide the patient with complete records and a statement on their current dental care describing their current status and what the patient needs to do next (i.e. perio recall in 3 months). Document everything. Provide them with 30 days of emergency care. Offer to refer them to another colleague with a follow up call.

Point is .... you want the exit to be a win-win for both you and the patient.