How to Deal with Unhappy Patients Conflict Resolution

How to Deal with Unhappy Patients: Conflict Resolution

We understand that patients are at the core of your pharmacy or practice, and how important it is to maintain a positive relationship to ensure long-term business growth and practice reputation.

This course provides you with the necessary tools to effectively manage difficult patients.

Emotion regulation

Get the conversation on track, by creating the right frame of mind. It will be more challenging to put into practice the other elements that will help you resolve the conflict unless you are able to remain calm and regulate your emotions.

It is difficult to stop yourself from having an emotional response as they are often a reaction to stimuli in the environment. It is perfectly natural if someone has raised their voice or has become aggressive to be angry or even afraid.

However, you can control the reaction you have to that emotional response. In the section below ‘Staying calm’ we will explore further how to regulate the emotion, so you are in the best position for a successful conversation.

Ascertain the situation

Expectations are not always objective and are often subjective. If your patient is unhappy but you feel you have handled the situation correctly, the first step is establishing the difference in your perceptions and getting clarity on the issue at hand.