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Professional News Articles : FRONT DESK by Mary M. Byers, CAE : How to handle a grumpy patient

How to handle a grumpy patient

April 05, 2006

You've had them in your office: the grumpy patients whose unpleasantness spills over into the office and leaves a bad feeling, even after they've left the premises. Here's how to handle it the next time you have a patient who “woke up on the wrong side of the bed.”

Remain calm. Grumpiness can be contagious if you let it. When you have a cranky patient, decide that you are not going to let this person's grumpiness infect you. Make it a game to remain upbeat, calm and friendly, even if the patient is challenging you with his or her irritability.

Be understanding. We've all had bad days. Recognize that this patient might just be grumpy today, and pleasant the next time you see him. His grumpiness may be temporary and cause by any number of reasons.  Maybe he's grumpy due of lack of sleep, a fight with his wife, money worries, challenges with elderly parents or a wayward child. In most cases, grumpiness isn't about you, but rather what's going on in this patient's personal life. As a result, choose to be understanding for the benefit of your relationship with this patient.

Set boundaries. If the patient's crankiness spills over into her interaction with you, set boundaries regarding what you will and won't take. A little grouchiness is one thing, verbal abuse is another. If the patient crosses the line and begins to take her resentment out on you, be prepared to say something.

Practice polite responses. If a patient does cross the line and raise her voice, use sarcasm, or say unkind things, be prepared with a polite response. Consider the following phrases to help you combat crankiness:

• How would you like for me to respond to that?
• I'm doing the best I can to help you.
• Is there a way to make this easier for both of us?
• I'm willing to help you but only if you lower your voice and deal with me kindly.

Be aware of your body language. Often, our body language says what our words don't. When dealing with a crabby patient, be aware of your facial expressions in order to keep them neutral. (Though you may feel like rolling your eyes, now is not a good time to do so!) Arm-crossing and fidgeting may actually aggravate the patient, so keep these to a minimum.

Use good manners in the face of bad. Decide that no matter how poorly behaved a patient is—unless he resorts to verbal abuse—that you're going to use good manners in the face of bad manners. Focusing on this mantra will make it easier to remain steady and calm when a patient acts out.

Alert other staff members if a patient is out of control. If you feel frightened, threatened, or believe a patient is unstable, alert other team members immediately. The dentist in your practice should take control of any situation that escalates to this level and a notation should be made in the patient's chart. (Wording should be done after consulting with an attorney.) If abuse by the patient is repeated on subsequent visits, the patient should be dismissed from the practice.

CDS presents Front Desk, a column addressing problems dentists and staff members experience in the office. Front Desk is prepared by Mary M. Byers, CAE, a professional speaker and freelance writer. Ms. Byers may be reached at mbyers@marybyers.com or www.marybyers.com.

Send suggestions for topics to be covered to review@cds.org.

Copyright 2006, Chicago Dental Society