When it comes to patient complaints, it's not a matter of "if" but "when." And while it's no fun dealing with an unhappy patient, it's far better to accept that it will happen and be prepared than to hope it won't ever happen and have no solutions.
Listen to the patient. If you have an unhappy patient, the first step is just to listen. Let patients talk, calm down, and feel they have been heard.
Don't avoid patient feedback. Nobody likes to hear complaints, but it is important to know if a patient is unhappy. Use scripting such as the following: "Mrs. Jones, is there anything we could have done to improve your visit today?" This will allow patients to express any concerns they may have.
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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