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Practice Management Clinics
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Saturday, October 2, 2010
1:00PM - 4:00PM
P907
Successfully Dealing with the Dissatisfied Patient
Handouts Not
Currently Available
Scott McDonald, BA, MA
Consultant
Scott McDonald & Associates, Inc.
Sacramento, CA
Synopsis
This program is for those who have stepped on a few toes in their lives (and who hasn't?). Whether offenses are real or imagined, one does not have to suffer forever over the misunderstandings. The course starts with a practical discourse to help understand WHY people get upset and presents offense prevention guidelines. Once a person has been offended and complains, stops referring, or threatens to quit, the process to reconcile can still be initiated.
Learning Objectives
At the conclusion of this presentation, participants should be able to:
- Clearly identify where chronic communication difficulties lie before they materialize;
- Create a complaint resolution system that will help maintain good relations even when occasional bumps in the road come along; and
- Determine what patients and referring professionals think of the practice in order to build strong relationships, avoid problems and improve communications.