Customer Service

An Unhappy Patient

Patient anger and frustration happen, even in the best of practices. Here’s how to turn these episodes into positive situations.

By Elizabeth Holloway, Clearwater FL

Every day, teams working in ophthalmic practices are dedicated to providing stellar customer service. Yet even with the best of intentions, miscommunication can happen that leaves a patient unhappy. In these instances, customer service professionals have an opportunity to create a positive outcome by introducing some of the following techniques into their daily interactions with patients.

1. Actively listen. Listen carefully to the patient to understand the issue from his or her perspective. Repeat the problem back to the patient to confirm that the issue was heard correctly.

2. Sympathize. Once a patient has been heard, offer sympathy and understanding. Patients’ problems matter, and if the problem cannot be resolved, the patient could either become more agitated or talk badly about the practice. Put yourself in the patient’s shoes, see the situation from the patient’s perspective, then resolutions to issues can often be reached.

3. Offer Options. When patients know they have been heard understood, they are more open to hearing solutions. Choices make the patient more open to make the patient more open to an option that can both benefit the patient and the practice. The last thing patients want to feel is that they do not have any choice. Do everything possible to provide solutions to patient problems.

For Example

For example, Mrs. Smith is upset because she arrives late for her appointment. The front desk receptionist kindly identifies to Mrs. Smith that her appointment was at 1:00 PM, not 1:30 PM. Mrs. Smith becomes upset. The receptionist actively listens, sympathizes, and offers options to help Mrs. Smith’s problem:

“I am so very sorry this happened to you, Mrs. Smith! I have notes that we confirmed the appointment for 1:00 PM, but there must have been a mix-up somewhere. I completely understand your frustration. Let me see what I can do to help.”

After reviewing the schedule, the front desk person and identifies a possible solution:

“I have some good news that hopefully can help. We had a cancellation at 2:15 PM. If you like, I can get you into that time slot and get you seen today. Or if that doesn’t work, we can reschedule you for a different day. What would be best for you? Oh, and we do have coffee and cookies out for you, if you need a snack while you wait.” After discussing the options with her driver, Mrs. Smith determines that she would rather stay and have her appointment at 2:15 PM, since she already made a trip to the clinic.

While not every scenario can go as smoothly as Mrs. Smith’s, patients will respond positively when they are met with active listening, sympathy and options. The staff member’s professionalism in providing these simple solutions can help patients feel respected and appreciated. OP

Ms. Holloway is the Chief Operations Officer for Eye Site of Tampa Bay in Clearwater, FL. Her current certifications include Professional in Human Resources (PHR) and Certified Patient Service Specialist (CPSS).