Ensuring patient satisfaction is paramount in dentistry, but occasionally, expectations may not align due to various factors. Whether it’s a flaw in the system or a patient’s perception, effectively managing and responding to complaints is crucial for a positive outcome.
Although most of our energy may be spent on a small percentage of our patients (likened to the 80/20 rule), every patient deserves the same amount of energy, regardless of the time spent with them. When we begin to see our patients as nothing more than time drainers and money makers, we can easily lose focus, thereby creating potential conflicts.
By following these six easy and essential steps below, dental professionals like yourself can diffuse potential conflicts and turn a negative experience into a five-star patient encounter.
Acknowledge and Understand
When a patient expresses dissatisfaction, resist the urge to become defensive. Instead, genuinely thank them for bringing their complaint to your attention and aim to understand their perspective. Paraphrasing their concerns helps demonstrate empathy and shows that you are actively listening.
Patients assume you are the expert (I mean after all, you are!) and therefore willingly submits to the guidance given to them. When they feel unheard, the negative swelling begins. Thankfully, we can counteract that quickly.
Seek Additional Information
To address the issue satisfactorily, inquire about the sequence of events and any attempts the patient has made to find a resolution. The more details you gather, the better equipped you’ll be to respond effectively. Avoid making patients feel like they’re just another case by treating their situation as unique and important. After all, they are.
Gathering detail we know comes in the form of asking questions. The better the questions, the more thorough the answers. When was the last time you gave ear to the questions you ask?
I’ve even begun to do the same thing. I’ve found some redundancy and over simplicity in the questions I ask, and when I think about it, I can get accustomed to asking similar questions over and over so that I may lose the uniqueness of each client.
Seeking additional information not only brings clarity, it helps cultivate a deeper bond between you and your patients. Truly that is one goal in the field, to know patients so well that we can provide the best quality care designed for each patient, which increases follow through outside the office.
Take Responsibility
Prioritize taking responsibility for any shortcomings from your side or express regret for their negative experience. Complaints fall into one of three categories: procedural, personal, or perceptual.
If their complaint highlights a procedural flaw in your office, assure them that steps will be taken to rectify the issue in the future, preventing its recurrence.
If the complaint highlights a personal flaw, which at its core is often differences in personalities, assure them that common ground can, should, and will be found.
If the complaint highlights a perceptual flaw, apologize and look for where the truth lies objectively to reach an agreement. Additionally, how you speak that apology is crucial. Saying the words “I apologize” versus saying “I’m sorry” can deflect emotion and keep focus on the situation.
Collaborative Problem Resolution
Once you believe a resolution has been reached, reiterate the proposed solution and seek agreement from the patient. This ensures clarity and understanding on both sides and reduces the chances of misunderstandings.
As available, offer 2-3 solutions that work for you, giving them the ability to choose. It puts them in a perceived ‘control of the situation’ place, however no matter what choice they make you know it will work.
Express Gratitude
Thank the patient for bringing the problem to your attention. Their feedback not only helps retain their satisfaction but also has several positive implications. Satisfied patients are more likely to share positive experiences with others, enhancing your reputation. Additionally, addressing their concerns can contribute to overall improvements in the practice for future patients.
Moving Forward
Create a structured system for handling patient problems. Anticipate potential scenarios and conduct role-playing exercises to help your team feel confident in their responses. Determine which complaints can be handled by front desk administrators, which ones should be escalated to the office manager, and those that require the owner’s involvement.
Develop your own communication tree that everyone in the office knows about. Clearly communicate these escalation protocols to facilitate smooth and efficient problem resolution. Ensure that all patient interactions are documented in your software for future reference.
By approaching patient complaints with empathy, attentiveness, and a problem-solving mindset, you have the power to turn a negative experience into a positive one. Actively listening to patients, taking responsibility, and collaborating on solutions can lead to improved patient satisfaction, positive word-of-mouth, and enhanced practice standards.
Remember, handling complaints effectively transforms them into opportunities for exceptional patient experiences.
