Speaker: Use five core concerns when handling dissatisfied patients

NEW YORK – William Tullo, OD, recommended interacting with unhappy patients with better listening and record-keeping, while being sensitive to the patient’s emotions, in a presentation here at Vision Expo East.

Unmet expectations are usually the underlying issues, Tullo said. Before a problem can occur, it is important to explain a patient’s vision health and possible issues in a clear and concise way to ensure full comprehension, he said.

Patients may be dissatisfied if the expectations of the surgery were not outlined or understood, the procedure was not successful, a product is not performing, a product has limitations that were not explained or the patient was given poor service.

Tullo noted that less than 15% of dissatisfied patients feel they receive an adequate explanation for their problem.

Patients may proceed to litigation due to lack of acknowledgment of the symptoms or problem, a sense of abandonment from the doctor and a sense of deception from the doctor or practice, Tullo said.

He explained that dispute resolution works, however; 95% of malpractice cases settle before trial.

Five core concerns can be used to minimize disgruntled patient stress and lead to more successful negotiations and happier patients, he said.

First, express appreciation, Tullo said. This can be done by seeking to understand the patient’s point of view. Avoid criticizing or diminishing it.

Build affiliation with the patient, he said. This can be done by reminding them of the doctor-patient partnership and by establishing a real connection.

Respect autonomy by allowing the patient to choose the best clinical options for them; give them two or three alternatives to weigh and consider, he advised.

Next, acknowledge status by maintaining eye contact and asking engaging questions.

Finally, choose a fulfilling role by having a clear purpose in meeting with the patient.

It is best to be proactive, Tullo said. He recommends documenting a patient’s chart in a way that someone else reading it would be able to understand the diagnosis and problem. – by Abigail Sutton