From time to time, we might be faced with a difficult angry patient.
You know, the types that are a little on the demanding side:
“What do you mean my appointment’s not today?”
“Look, I’ve been waiting for over half an hour...”
“I want to speak to the owner right now!”
Unfortunately these situations are common occurrences in physiotherapy, chiropractic, and massage therapy clinics. It's not necessarily your fault because circumstances can be out of your control. Or, it may be that the client is overly emotional. Let's face it, dealing with pain and injury can be an emotional and frustrating experience for patients.
Regardless of the situation, or its cause, dealing with angry patients can sometimes be tricky. And you really want to do it tactfully to ensure your reputation doesn't suffer. The last thing you want is for someone to post bad reviews on Facebook, Google Reviews, or some other social media channel and slander your brand!
Trust me, after running my own clinics, I've not only dealt with many difficult angry patients, but I've learned how to overcome the problem, too.
Successfully defusing hostility and getting that patient to advocate for you is an entirely different ball game, one that you need to learn. Thankfully, I'm here to provide a helping hand and have 10 powerful steps you can use to effectively defuse any nasty situation.