3 Strategies for Dealing with Difficult Patients
I have been in the dental field for almost 20 years. The last ten have been spent as an office manager.
A career as an office manager can be a gratifying profession. Every day, we are given the opportunity to support our team by ensuring the smooth operation of the office while providing quality care to our patients.
Like many other professions, plenty of challenges come our way. One of the most difficult challenges we face is dealing with complex patients. Most of our patients are great; however, some can leave you feeling so frustrated you want to hide in your office and cry.
Let’s explore some of the strategies you can use to handle these patients in a professional and caring way.
1. Active Listening
Patients experiencing anxiety, fear, and pain may have trouble expressing themselves verbally. They tend to get agitated more easily and can become confrontational.
Remember to use your active listening skills and approach the situation with understanding and empathy while maintaining your composure. Our role as office manager is to help alleviate their concerns and provide them with the care they need.
Your actions can either escalate the situation or diffuse it. Speak in calm and reassuring tones while avoiding defensive and demeaning language.
Give the patient your undivided attention, maintain eye contact, and nod to show that you actively listen. If possible, move out of a public area, away from other patients. Let them speak without interruption. Repeat what they have said to ensure you understand them correctly, and ask additional questions if necessary.
This demonstrates that you genuinely care about their concerns, enables you to show empathy, and helps ease their anxiety.
2. Setting Boundaries
Sometimes, a difficult patient may become verbally abusive or refuse to cooperate. You must be able to establish clear boundaries and inform the patient that any form of harassment or disrespect will not be tolerated.
Politely but firmly explain that their behavior is unacceptable and that you are here to help them, but you expect to be treated respectfully.
If the situation escalates, it may be necessary to involve the dentist to address it further.
3. Self-Care
Dealing with difficult patients can be emotionally draining. Remember to take care of yourself throughout the process.
It is essential to find healthy ways to cope with the stress. Take a break when needed, practice deep breathing exercises, or take a moment to walk outside. Reach out to your colleagues for support.
Sometimes, venting and seeking advice from others with shared experiences can provide insight and help you navigate these challenging encounters. Dealing with difficult patients is an unavoidable part of being an office manager.
Maintaining your composure, actively listening, establishing clear boundaries, and approaching the situation empathetically and professionally can help you effectively handle these situations.
Remember to take care of yourself through the process, as your well-being is just as important as the well-being of your patients. With patience, understanding, and a little self-care, you can successfully handle these challenges and continue to provide exceptional patient care.
About the Author
Angie Coffey, DAADOM
Angie Coffey’s career in dentistry started in 2005 as a business team member with Dentistry at University Pointe.
In February 2014, she was promoted to office manager. When she first stepped into this role, she was lost, but thanks to AADOM, she headed down the right path.
Angie is currently the Vice President of the SW Ohio/N Kentucky Chapter, where she enjoys networking and learning with my peers. She received her AADOM Mastership in 2023 and Diplomate in 2024.
