When it comes to dealing with difficult patients, most dentists are reactive when they should be proactive. However, when you take the time to prepare for difficult patients, you’ll increase your chances of coming up with solutions that satisfy them while causing minimal disruption to the practice.
Practice by role-playing. At every monthly business review meeting, have a short session to role-play dealing with difficult patients, with one team member acting as the difficult patient and another team member responding to the patient. Everyone, including the participants, should critique the role-play in a fun and nonjudgmental manner. If people get it wrong, just laugh about it and work hard toward getting it right.
Don’t react. Reacting negatively to a difficult patient only makes things worse. Your job is to hear them out and try to find a solution.
Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].
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