Pacific Coast Society of Orthodontists Bulletin Winter 2017 - 57
Presentation Summary
For further reading, check out Wendy Leebov's
book, entitled Resolving Complaints for Professionals in Healthcare.
Practice Empowered Communication
Staff members can practice empowered communication by listening actively without interrupting, controlling facial expressions, maintaining
eye contact, writing things down, and using a
pleasant tone of voice. Encourage a patient to
speak up by saying, "You seem upset; tell me
more." Nod and acknowledge the patient's comments, finding out what they want without
jumping to conclusions. For example, a helpful
response might be, "This is a situation that the
doctor him/herself will want to address. If you
have time, I can ask him/her to speak with you
about it right now." On the phone, that response
might be, "Why don't you come back in, and I will
arrange for the doctor to have some one-on-one
time with you to address your concerns."
Five Steps to Address a Complaint
1. Restate the concern: "So, what I am hearing
you say is. . . " Agree upon the problem before
proceeding to the next step. Do not skip this
step!
2. Express empathy: "I can appreciate how you
feel about this." The person voicing a complaint wants to be heard and understood.
He/she needs the listener to empathize and
relate to the situation on a personal level.
Winter 2017 PCSO Bulletin
Administrative Staff
3. Provide a solution: The anger is now gone. The
solution addresses the need and goes a step
further. React quickly and authoritatively. The
goal is to promptly change the patient's perception. Observe the three A's:
1. Address the need.
2. Accommodate, within reason.
3. Authority is empowered.
4. Probe for acknowledgment of the resolution:
"Now that we have talked about this, do you
feel better?" "So do I. Thank you for telling us."
When patients are routinely seen on time for
their appointments, the forgiveness factor
(a.k.a., community karma) is increased. Things
you can do to create goodwill: use wind and
solar power, seek LEED certification, volunteer
(a.k.a., benevolent marking), participate in Fun
Runs to raise money for animal shelters, food
banks, and women's shelters.
5. Follow up with the three D's:
1. Document the solution.
2. Dazzle: Exceed their expectations.
3. Deliver: Flag the schedule; ensure the next
three encounters are perfect.
57
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Pacific Coast Society of Orthodontists Bulletin Winter 2017 - 56
Pacific Coast Society of Orthodontists Bulletin Winter 2017 - 57
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Pacific Coast Society of Orthodontists Bulletin Winter 2017 - 75
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