\
It can oftentimes be our first instinct to avoid conflict or become defensive when we hear a patient complaint. But, if you are a dentist and you ignore or do not handle an upset patient appropriately, then a negative trickle effect can begin.
An unhappy patient may not only complain to their friends and family, but may go online and post negative reviews about your dental practice – whether they are justified in their complaining or not.
Read this blog to see how you can use a patient satisfaction survey to improve performance.
Even the best and most careful dental practices can make mistakes or have an \’93off\’94 day, and no matter what we do, we can\’92t please everyone. In the event that you do receive patient complaints, never ever ignore it! Patients often just want to know that they are being heard, recognizing their complaint and acknowledging that they matter can go a long way in calming a frustrated patient.
But, we want to help you avoid those complaints to begin with! Reduce the likelihood of patient dissatisfaction with these helpful tips to avoid patient complaints altogether.
Clearly Communicate
One of the best way to ward off patient complaints is to make absolutely sure that they fully understand what you are explaining to them about their treatment or diagnosis. Clearly communicate and establish a good rapport and spend time and effort in really getting to know them. Avoid terminology that they don\’92t understand and be straightforward while providing as much detail as necessary. To ensure they understand what you have explained or the advice given, ask questions. Always allow the patient to be in a position to make an informed choice about their treatment without seeming too pushy or rushing them in any way.
Record Solid Records
Always make sure you take clear notes documenting all of your advice and treatment plans\’97and make it legible! In the event of a patient complaint, solid records are essential.
Get Feedback
After your patient\’92s visit, contact them for their feedback. It shows you truly care and want to address any concerns that may have come up since they were in. A qualified team member could make the call for you and it could be something as simple as, \’93Doctor X. asked me to call you to see how you\’92re doing after your visit with us yesterday.\’94 Giving patients an opportunity to talk with you before they give feedback with their network or online.
Always remember that if you have any patient complaints, respond to them quickly and in a positive, helpful manner. Your dental patients ultimately care more about whether or not you have attempted to make things right than their complaint in the first place.
Discover how you can begin realizing the increased revenue of a reactivated patient database with these 3 Simple Steps to Increased Revenue.
\
