The Angry Patient

TMS235-The-Angry-Patient

In this episode, we cover:

Why trying to “win” an argument with an angry patient almost always costs you the relationship.

Exact phrases to use when a patient is furious about wait times, bills, or feeling dismissed.

The five-step reset for de-escalating anger: Listen, Acknowledge, Clarify, Respond, Follow through.

How to respond when a patient threatens to sue or leave a scathing online review—without violating privacy rules.

The three sentences every staff member should know to lower the temperature and reopen communication.

Key Takeaway Quote:

“Your goal is not to win the argument. Your goal is to understand the experience. Because you can be technically correct and still completely lose the patient.” – Dr. Barbara Hales

Connect with Barbara Hales:

Twitter: @DrBarbaraHales

Facebook: facebook.com/theMedicalStrategist