Jimmie Hebert
CMC, CMIS, CMOM

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November 19, 2008

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Do You Have Difficult Patients?

All of us, at one time or another, have to deal with difficult patients. Have you ever stopped to think about why your patients are difficult?

Some patients have the idea that they have to be ugly and rude in order to get what they need from our office. Some are afraid of what the physician will find wrong with them. Others have the “white coat syndrome”. Some patients are grouchy because they just don’t feel good.

How do you deal with difficult patients? Put yourself in your patient’s shoes. Most of your patients are sick, they don’t feel good and they are not at their best. You have to be at your best each and every day. Treat them they way you would want to be treated and speak to them the way you would want to be spoken to.

Sometimes you can make your patients difficult. How does your patient perceive your office? Do all staff members possess the “I care attitude” or do you make them feel like they are just another number? Patients want to feel important. Treat them like they are the only one that matters at this very moment. Compassion, sincerity, cheerfulness, helpfulness and courtesy are traits that all staff members should have. Be a good listener. Keep them informed. Make them feel special.

When speaking to a patient, you should be aware of the words you use, tone and volume of your voice, and body language. Give them your complete attention. Look them in the eye, this lets them know they are important to you. Try to stay away from emotional trigger words and phrases like “No”, “Policy”, “I won’t”, “I can’t”, and “The computer”. These types of phrases put the patient on edge from the beginning.

Bottom line is “Kill ‘em with kindness”! Sometimes this takes more than one try. Don’t give up, keep trying. Practice the Golden Rule with every patient and remember to use those great manners that you learned as a child.

The patients are the reason we open our doors each day. Without them we would not have a practice. Every single patient is important to the practice. How you deal with them could make or break a good relationship.

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