In the course of their medical careers, all doctors are likely to encounter "problem" patients. These individuals can be a source of stress for both healthcare providers and their office staff. Dealing with difficult patients is no easy task, as it can even lead to diagnostic errors. In addition, disgruntled patients may voice their displeasure online, which can negatively impact your practice's reputation. However, there are strategies that doctors can employ to effectively manage problematic patients, enhance patient satisfaction, and increase patient retention.
Patient Management Skills for "Problem" Patients
To navigate difficult patient encounters successfully, healthcare providers need to rely on intuition, communication, and quick thinking. According to chapter 288 of the book "Clinical Methods" by Steven A. Cohen-Cole, a three-function model can be employed when dealing with challenging patients. This model involves:
- Gathering information to identify the source of the problem.
- Addressing the patient's emotions.
- Facilitating a change in the patient's behavior.
The key to managing difficult patients is recognizing that different individuals can be problematic for various reasons, and the approach that works for one may not work for another. In this article, we'll discuss four types of problematic patient behavior and provide strategies for managing them effectively.
The Angry Patient
The most common type of "problem" patient is the angry patient. They may be angry for various reasons, some unrelated to their experience at your healthcare practice. When confronted with an angry patient, it is essential to approach the situation with empathy and active listening. Start by taking a moment to collect yourself, allowing you to respond calmly.
Acknowledge the patient's grievances without admitting fault. Instead, ask them how they believe the matter can be resolved. This approach, akin to addressing a negative online review, can help diffuse the situation. For instance, you might say, "I understand you're angry. What can I do to help you feel understood?"
The Flaky Patient
Flaky patients may not create a scene, but they can disrupt your schedule by being consistently late or, worse, not showing up for appointments. No-shows cost the healthcare industry billions annually and significantly impact patient retention.
Rather than resorting to financial penalties, which can alienate patients, focus on proactive measures. Send appointment confirmations and reminders via email and text messages to keep appointments top-of-mind. Consider offering online scheduling and rescheduling options to make the process more convenient for patients.
The Self-Diagnosing Patient
In the age of Dr. Google, many patients try to diagnose themselves before seeing a healthcare provider. Dealing with self-diagnosing patients can be challenging as they may insist on unnecessary tests or ineffective treatments.
Instead of dismissing their research, listen attentively and then provide a comprehensive diagnosis and treatment plan. Explain your conclusions without patronizing the patient. Additionally, guide them to reputable online resources that support your recommendations.
The Anxious Patient
Anxious patients may exhibit overt signs of distress or more subtle behaviors such as avoiding eye contact or fidgeting. These individuals may struggle to articulate their health concerns and absorb medical information.
Assure anxious patients that they are in capable hands and that your goal is to help them. Offer sympathy when appropriate, demonstrating understanding and compassion. Make them aware that they can reach out to you with questions or concerns, fostering trust and comfort.
Turning Problem Patients into Advocates
Every patient is unique, and it's crucial to approach each appointment with patience and empathy, irrespective of the nature of their concerns. By implementing these patient management skills, healthcare providers can improve patient retention and potentially gain advocates who refer new patients to their independent practice. Successfully managing "problem" patients not only enhances the patient experience but also contributes to a stronger and more reputable medical practice.