How to handle UPSET dental patients

If you have a patient in your dental practice that’s upset and your team wasn’t expecting it, my suggestion is to contain the situation.
- Move them into the operatory
- Move them into the consultation room
- Or as a last resort, move them into the doctor's office and away from other patients.
Drama is like a train wreck and people can’t look away. We are already in an environment that’s a high-stress situation, so the best course of action is to contain the situation away from any other patients.
Then let the patient talk and voice their concerns. Listen and validate that you’ve heard them, then explain policies and a plan to remedy their concerns.

[@deborahwesley7165]

Thank you for the great advice!! I have shared this with my front team!! 😎

[@Melymels94]

Thank you so much for this

[@Sm2024freelance]

Thanku so much it was extremely helpful. My patient knew my policiy and my plan and then there was a new policy introduces in my practice regarding charging the patient that my assistant and handles explains to them instead of the dentist. The patient got upset and found that she is paying alot for her teeth and that she wants to talk to the dentist but we refused and send her home. Also this pt. Is a doughtful pt and i guess as u said she might have been the wrong pt for my practice and i made a mistake starting working with her. But she insists on proceeding with me and yet being so obedient and doughtful to my work. Please advice me what to do with such pts. Thanku in advance

[@LauraHatchFrontOfficeRocks]

Thank you for sharing your issue and that sounds like a tough situation. You have to, of course, finish any treatment started for the patient. However, you don't have to do more work after that. It is your choice as an owner and a dentist, who you treat and who you don't. Follow of course your state laws about how long you have to provide emergency care but don't feel like just because she says she wants to stay with you, that you have to keep seeing her. Sometimes, the break up is hard to do but everyone will be better off for it in the long run. If she is doubting your work, then it probably would be best if she had the opportunity to find a dentist that she trusted. It is ok. It is not reflection on you or your work.