Mastering Difficult Patients: Proven Strategies that Promote Positive Patient Interactions
In this episode with Lynn Lawrence, we delve into the art of handling challenging patients with grace and professionalism. Discover effective techniques to meet negativity with positivity, swiftly uncover the underlying issues, and maintain control in the face of difficult encounters. Learn how to train your staff in conflict resolution using real-life situations, and shift towards a preventative approach that emphasizes proactive training. Explore the importance of effective communication to avoid misunderstandings with patients, empowering your team to uphold a standard of unwavering professional behavior. Tune in to gain valuable insights and strategies for navigating challenging patient interactions.
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0:00 - Intro
2:40 - How can we initially manage a difficult patient who is angry or upset?
18:25 - How should staff handle a patient who is making unreasonable demands or requests?
27:00 - Training the staff in conflict resolution
37:00 - Opportunities in turning around poor patient encounters
Difficult patients
Patient encounters
Challenging patients
Patient experience
Негізгі бет Eye Own a Business Episode 30: Mastering Difficult Patients
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