AE May/June 2021 Vol 30 No 3 - 13

Emotional regulation is an integral part
of any manager's tool kit. Mastering this
skill will enhance patient satisfaction, job
satisfaction, and elevate company culture.
be delayed, it is important to communicate and set expectations for
when the next steps will happen.
Most importantly, it is imperative to be accountable and follow
through. Explore with the other
person what the impact of the proposed solution is. Check to make
sure you have addressed everything
that was said so that a feeling of
resolution is achieved before ending
the encounter.
CASE IN POINT: PART 2
Here is what applying these steps
looked like in practice.
1. BREATHE
As I approached the patient, I took
several deep slow breaths, feeling
my belly rise and fall.
2. RELATE
I told the patient who I was and
that I wanted to help. I expressed
my understanding that the
requirement for masks was new and
perhaps frustrating.
3. ENGAGE
I asked the patient how they
felt about our new protocols. I
learned that there was a bona-fide
medical reason that explained the
patient's resistance. As such, the
patient felt that our protocols were
discriminatory.
4. ACKNOWLEDGE
I acknowledged that this must feel
very frustrating. I explained that

our intention was to treat everyone equally, with the emphasis
on safety for all. I apologized that
our new protocols were not clearly
communicated.
5. TROUBLESHOOT
I discovered that the patient only
needed an optical receipt. However,
the patient's bigger concern was
future encounters: How would
they be treated if they needed to
be seen by our office? We discussed
other ways we would be able to
help, should the need arise. As for
the receipt, I offered the option
of mailing it or of getting a copy
and bringing it outside while they
waited in the car.
6. HEAR/HEARD
I suspected that based on how upset
the patient had been, this solution
was not enough to address the
root issue-feeling discriminated
against. I repeated what I had
heard, emphasizing the emotional
impact. I asked if I had missed anything and learned that the biggest
issue was the initial response from
our staff. The patient felt they were
curt and uncaring. I also asked the
patient to share their perception of
what I'd said, specifically focusing
on my intention to help.

Though the patient had agreed to a
mailed receipt, there was a lingering concern about other patients
having a similar experience at our
screening station. I emphasized that
this situation was concerning to me
as well and asked permission to use
this example in our continued staff
training. Ultimately, the patient
assured me about having felt heard
and understood and was satisfied
with the outcome. The takeaway
for me was an opportunity to
explore the gap in our training and
what we were delivering in our
screening process.
APPLICATIONS
This seven-step process can be used
whenever feelings become escalated.
Like any skill, practice improves
effectiveness. And, when things
" go south, " you can use this tool to
analyze what went wrong. AE
Patty Casebolt (541-3014632; PATTY@
medicaleyecenter.com) is
chief quality officer of
Medical Eye Center,
Medford, Ore.

7. EXPEDITE
After making sure we were on the
same page, I wanted to confirm
whether the patient felt the situation had been successfully resolved.

www.asoa.org // AE

13


http://www.asoa.org

AE May/June 2021 Vol 30 No 3

Table of Contents for the Digital Edition of AE May/June 2021 Vol 30 No 3

AE May/June 2021 Vol 30 No 3 - Cover1
AE May/June 2021 Vol 30 No 3 - Cover2
AE May/June 2021 Vol 30 No 3 - 1
AE May/June 2021 Vol 30 No 3 - 2
AE May/June 2021 Vol 30 No 3 - 3
AE May/June 2021 Vol 30 No 3 - 4
AE May/June 2021 Vol 30 No 3 - 5
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AE May/June 2021 Vol 30 No 3 - Cover3
AE May/June 2021 Vol 30 No 3 - Cover4
https://www.nxtbook.com/ygsreprints/ASOA/ae-may-june-2021-vol-30-no-3
https://www.nxtbook.com/ygsreprints/ASOA/ae-march-april-2021-vol-30-no-2
https://www.nxtbook.com/ygsreprints/ASOA/ae-january-february-2021-vol-30-no-1
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https://www.nxtbook.com/ygsreprints/ASOA/ae_jan_feb_20
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https://www.nxtbook.com/ygsreprints/ASOA/asoa_janfeb16
https://www.nxtbook.com/ygsreprints/ASOA/ae_novdec15
https://www.nxtbook.com/ygsreprints/ASOA/asoa_sepoct15
https://www.nxtbook.com/ygsreprints/APTA/g52750_apta_25ada
https://www.nxtbook.com/ygsreprints/ASOA/asoa_julyaug2015
https://www.nxtbook.com/ygsreprints/ASOA/asoa_mayjune2015
https://www.nxtbook.com/ygsreprints/ASOA/asoa_marapr2015
https://www.nxtbook.com/ygsreprints/ASOA/asoa_janfeb15
https://www.nxtbook.com/ygsreprints/ASOA/asoa_novdec14
https://www.nxtbook.com/ygsreprints/ASOA/asoa_sepoct14_AE
https://www.nxtbook.com/ygsreprints/ASOA/asoa_julaug14
https://www.nxtbook.com/ygsreprints/ASOA/ASOA_MayJunAE
https://www.nxtbook.com/ygsreprints/ASOA/ASOA_MarAprAE
https://www.nxtbook.com/ygsreprints/ASOA/ASOA_JanFebAE
https://www.nxtbook.com/ygsreprints/ASOA/ASOA_no4eZine
https://www.nxtbook.com/ygsreprints/ASOA/asoa_fall_2013
https://www.nxtbook.com/ygsreprints/ASOA/asoa_no3_ezine
https://www.nxtbook.com/ygsreprints/ASOA/asoa/asoa_summer_2013
https://www.nxtbook.com/ygsreprints/ASOA/ehr_cust_survey_Apr2013
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