De-escalating an Irate Patient

1.    The first order of business is to get a screaming patient away from other patients who are within ear shot..  An irate patient wants everyone to hear his or her complaint.  If you do not fear physical harm, invite the patient away from public areas.  Try to make it neutral.  (Don’t use your office if possible – the implied power could actually make the customer more irate.)

2.    Focus on diffusing the anger.  Acknowledge that the patient is unhappy.  Remain calm and use a low, controlled tone of voice.  Do not shout back at the patient.  Control your body language.  Don’t give advice or orders.  Never touch an angry patient.

3.    After you have acknowledged the patient’s anger, wait and listen.

4.    If at all possible, work to a resolution of the anger before the patient leaves.  Sometimes no resolution will be acceptable to both parties, but at least the issues have been heard.  Giving in to a patient’s unreasonable demands is not a healthy way to resolve the issue.

About the Author

Reed Tinsley CPA

This article is written by Reed Tinsley, a Houston, TX-based CPA with over 30 years of experience advising physicians and medical practices across Texas and the United States. Reed holds certifications as a Certified Valuation Analyst (CVA), Certified Healthcare Business Consultant (CHBC), and Certified Financial Planner (CFP), specializing exclusively in the healthcare sector. He is a published author, nationally recognized speaker, and trusted advisor to physicians on accounting & tax, practice management, and financial planning. Schedule a Free Consultation.