Your Patients Have Feelings Too! How to Handle a Disgruntled Patient
Every day is a different day in the dental office. You never know what the day will bring with each patient coming through your door.
I have learned with experience that we, as office managers, help set the mood for the day for our team and our patients. We must realize that our patients are not only warm bodies that fill our schedule. They are human beings with feelings, too, and we have to understand that.
Through my experience, I have learned several key points to handle a disgruntled patient, and I would like to share them with you.
Mind Your Mindset
The first point is having a positive mindset as soon as you walk into the office.
In my office, we ask our team to leave everything at the door before they come into work. All negativity is left behind. We are here to provide the best experience for our patients.
I understand that there are certain situations that sometimes cannot be left at the door completely, but as a team, we must help each other get through the day. For example, I greet each of my team members as soon as they walk in the door with a Good Morning!!! (And a big smile!) Giving that warm welcome is contagious and brings a smile to each team member. The same greeting I give to each team member is the same greeting I give to each patient walking in the door.
As a patient walks into the office, it is important to stop what you are doing and give them a warm welcome and your undivided attention. You want them to know you are happy to see them.
When a patient walks in, and you can tell they are upset, it is important to stay in a positive mindset so you can help diffuse the situation. Being calm will help you speak clearly and will help you calm your patient down as well.
Listen to Your Patients
When a patient is upset, it is important to let them talk with no interruptions. It is best to just listen and let your patient get everything off their chest. Sometimes, as soon as they speak what is on their mind, they are more at ease and not as upset as when they first walk in the door.
I know sometimes it is hard not to interrupt because you feel like you are being blamed and attacked. Your first reaction is to defend yourself, but if you are trying to defend yourself and you are talking when the patient is talking, all you are doing is escalating the confrontation instead of resolving the conflict.
When a patient comes into the office upset, the majority of the time it is regarding billing. Most of our patients do not understand their insurance coverage. Insurance can be difficult to understand for patients. Ultimately, it is our patients’ responsibility to understand their coverage. We try our best to give them an accurate estimate before treatment is done.
Listen to your patient and help answer any questions or concerns regarding their treatment plan and estimate of cost. It is important that the patient understands that we are providing an estimate, which could change, so there will not be a future confrontation that will lead to a disgruntled patient.
Validate Your Patients’ Emotions
My third point is to show your patient understanding and to apologize. Your patient wants you to understand their feelings, and they want to be acknowledged. Sorry goes a long way. I know there are certain situations in which you feel an apology is not needed because you feel like you have handled the situation the best you could.
You have to understand that an apology will diffuse the situation and help retain this patient in your office. You are building trust and understanding with your patient.
Once you apologize, the patient has the urge to apologize as well once they realize how upset they were. At the end of it all, the patient is heard and appreciates the apology. And if you get an apology from them, it’s a double win!
Know When to Call for Help
Lastly, stay safe and know when to call for help. You have to be able to read your patient’s body language, and if you feel uneasy during the confrontation, make sure you are not alone.
It is important to have another team member nearby just in case the confrontation turns dangerous. Someone needs to be able to call for help if needed.
We must stay safe in every situation, and we must trust our gut feeling. Usually, what you’re feeling is correct. Don’t be afraid to walk away and get help.
I have been in the dental field for 25 years and have had my share of disgruntled patients. I hope the points I have shared with you will help you better manage a disgruntled or angry patient. Remember to be positive, listen, apologize, and most importantly, be safe.
About the Author
Linda Martinez, FAADOM
Linda has been in the dental field for 25 years. Her passion for dentistry started when her aunt started her dental career as a dental assistant. Following in her footsteps, she graduated as a dental assistant in 2000.
She started her dental career as an assistant and was cross-trained for the front office. Working in the front office, she knew she had found her passion for working in dental customer service. Linda loves diving into the business part of the dental office and enjoys managing and leading her team.
Linda has been an AADOM member since 2021 and received her FAADOM fellowship in 2023.
Linda has been married to her husband John for the past 24 years, and they have two sons, Anthony and Adrian. In her spare time, she enjoys spending time with family and being a dog mom to her Frenchie named Lucy!!
