An angry patient can quickly spin out of control. If handled incorrectly, these situations can not only be dangerous to your staff but also to other patients. You certainly can’t please everyone, but how your front desk staff handles someone that is angry can make a significant difference in the outcome. At a minimum, the patient may cause a scene in your waiting room in front of other patients. This is obviously not the atmosphere you want to convey. In extreme circumstances, angry patients and visitors have pulled out guns holding staff hostage, or have actually shot people. Possibly, these devastating situations could have been avoided if the staff at the front desk had known how to correctly defuse the situation.
Knowing exactly how to control an angry patient at your front desk is essential to the safety of your staff, your patients, and the success of your practice. The good news is that there are proven strategies you can use to de-escalate an angry or hostile patient that can quickly turn things around. The practice management expert, Lorraine J. Sivak, CPC, will walk you through exactly how to successfully defuse an angry patient quickly and easily.
The majority of your patients are delightful. But it only takes one to cause a problem, and a misplaced word or incorrect response can send them over the edge. Defusing an angry patient in your reception area is an essential skill for your front desk team. You’ll leave this online training with actual tools and tactics from a national expert that you can put into place immediately.
After attending, participants will know the practical, actionable angry patient de-escalation tricks and strategies.
- Identify and defuse warning signs that a patient is about to lose their temper
- How to get a patient to hear you when their anger takes over
- Key phrases to use that will calm even the angriest patient
- How to make the customer feel heard even when they are wrong
- Utilize your voice tone and volume to soothe patient frustrations
- Determine what is really driving your patient’s anger to help resolve it
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Who Should Attend:
- Healthcare CEOs
- Healthcare CFOs
- Front Desk Staff
About the Presenter:
With over 30 years of experience, Lorraine has worked in the healthcare revenue cycle with an emphasis on professional fees and compliance. As a senior level consultant with seasoned expertise in the documentation requirements surrounding Orthopedics, OB-GYN, Neurology, Internal Medicine, and Psychiatry and Psychology, she co-authored “Communicate with Confidence to Physicians”, for the AAPC. She has served as a Director, Practice Administrator and Coding Compliance Officer but her passion has been providing education to providers to help them improve their documentation and fair payments. Heavily committed to supporting community physicians and their staff, she has served as President of her local Medical Society Alliance and Chapter President of her local AAPC chapter.
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Headset: Any decent headset and microphone which can be used to talk and hear clearly
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