It seems obvious that arguments with patients are not good for business, yet sometimes they happen. A common example is when something goes wrong and the patient’s expectations simply cannot be met. How this is handled will be the difference between conflict and understanding.
The way to avoid these situations is by using ‘positive communication’. As an example the website linked below has a case study about completed new spectacles that have not arrived as expected. Most patients will be disappointed, but is there a proven way of handling this situation and avoid conflict?
TIP: Print the download and use the discussion paper for individual staff training, or as a group topic at a staff meeting.
Click here to go to the page: Then scroll to >Staff Training
Click here to view the download.