While your discussing concerns or questions with patients your body should be upright. You
might want to lean forward a little to show you are listening. Be careful not
to turn your body away from the patient while they are discussing their
concerns. When a patient is talking to you this is the time you want to be
focused and in tune with their needs.
At times you will work with a patient that is refusing
treatment, doesn’t understand the recommended treatment or has an issue with
billing practices. You may become the target of their anger and frustration. In
these times, remain calm. Refrain from blaming a co-worker for a mistake. This
is not going to help the patient. Work to calm down the patient, through your
listening skills. Make sure you first understand what the problem is. Let them
vent for a short time, but don’t let it over power why you are there. Ask clarifying questions. Once the patient is
done explaining their side, they are waiting for you to fix it. Quickly and
efficiently find a way to resolve the problem or let the patient know what
steps you are going to take to fix the problem. These types of conversations
can become a circular argument of misunderstanding, so practice some dialogue
before you are in front of patients.
Do not get into an argument with a patient. If they tell you
that your front office messed up the billing, it isn’t going to create a better
situation if you tell them billing never makes mistakes. Take a step back, tell
them you are sorry they are having trouble and that you will be happy to look
into it or discuss it with your front office team member.
Great communication takes time and great teams. For more information contact Salt.
Salt Dental Practice Management
Article was first published by Tri-County Dental Society
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