APMA News - June 2011 - (Page 58)

Small Business 101 By John Guiliana, DPM Keep Calm and Carry On QUESTION: As a front desk employee, I sometimes encounter angry patients and have a difficult time dealing with them. Any suggestions? ANSWER: Every now and then, you are faced with a hostile patient— the patient who treats you like a punching bag for everything that has ever gone wrong in his or her life. The patient may be sarcastic or abusive. He or she may swear, threaten, or attempt to intimidate you. An encounter with this type of patient can ruin your day. Although you may be provoked, responding in kind usually will inflame the situation and can put you at risk. You don’t have time to waste arguing and yelling, but you do need to get the situation under control and get on with your work. these signs so outbursts do not surprise you. Many hostile situations get out of hand simply because you don’t expect them. Remind yourself that you can control the situation, and that you must keep yourself under control. Second, when you are in contact with a hostile patient, strive to present yourself in a non-bureaucratic way. If the patient sees you as a human being doing the best you can, he or she likely will behave less aggressively. How Do You Do This? 1. Speak in a friendly manner. Do not speak in a monotone or in a way that implies you are uninterested or aloof. 2. When possible, use the patient’s name as soon as possible, and also introduce yourself if that fits the situation. 3. Greet the person properly. Don’t look up from your paperwork and say, “Yes?” That makes you look like part of a machine. Try, “Good morning, Mr. Smith. How may I help you?” 4. Listen carefully. Show the patient you are listening by paraphrasing what he or she said. This act shows your interest and concern. A common error made by people is that they don’t allow the patient to finish. 5. Don’t use the “P” word: policy. Many times, an employee will explain that something is “our policy” or state, “It’s against our policy.” This statement infuriates many people. Even if the request is against your policy, find other words to say it. Rather than simply quoting policy, explain the purpose of the policy (e.g., “Mr. Smith, we need to make sure that you are dealt with fairly and others are too.”). 6. Never say, “I only work here” or “I’m only following rules.” Again, these statements make you into a non-person. It may be true that you don’t make the rules, but try saying it this way: “Mr. Smith, the regulations are made by [whomever]. Perhaps you might want to talk to [whomever] and indicate that you feel the regulations are unfair.” The chances of Mr. Smith taking you up on that offer are slim. 7. If you reach an impasse, try asking, “What can I do to solve this problem for you, Mr. Smith?” This question invites the patient to help solve the problem and often results in the patient realizing that a one-sided solution might not be realistic. Dealing with angry patients is taxing, but learning these techniques will help you arrive at solutions faster and should add to your level of job fulfillment. n Contact Dr. Guiliana at Jguiliana@aappm.org. Remember … It’s NOT Personal The first thing to remember about angry patients is that although their behavior is directed at you (and it can be personally insulting), the real source of the anger is elsewhere. The angry person is not usually angry at you as a person but as an employee of an organization. But because it is difficult to yell at or abuse an entire organization, the angry patient directs anger toward you. What Does the Angry Person Want? It’s my opinion that one of the half-truths about angry patients is that they want their problem solved. That isn’t the whole story. When people are denied something by an organization, they get to a point where the problem becomes secondary. They get so angry they are unwilling to work positively to get what they started out wanting. Even if you could work something out with them, they might still be angry. Very angry people want to vent their anger and be acknowledged. So before attempting to solve the problem, acknowledge the patient’s anger. If you don’t, you likely will make him or her angrier and more abusive. What to Do? First, observe patients for early warning signs that they might be harboring hostility. They will send nonverbal clues which may include hunched shoulders, hands on hips, arms crossed, clenched fists, red face, fidgeting and restlessness, staring or avoidance of eye contact, rapid movement, etc. Look for 58 APMA News June 2011

Table of Contents for the Digital Edition of APMA News - June 2011

APMA News - June 2011
President’s Message
Contents
Stepping Up to Prevent Falls
State Advocacy Forum Focuses on Relationships
Patrick DeHeer, DPM: On a Mission
Affordable Care Act, One Year Later: Part Two
Updated List of Seal Holders
Annual Scientific Meeting Preliminary Program
Annual Scientific Meeting Registration Form
Annual Scientific Meeting Sponsors
Reimbursement
Members Who Know Media
Technofile
Young Voices
Small Business 101
CPME Update
New and Deceased Members
Worthy of Note
Affiliates Corner
Insurance Advisor
APMAPAC Update
Development Update
Classified Advertising
Dates to Remember
Advertising Index

APMA News - June 2011