What are the best ways to handle a patient who is unhappy with their physical therapy care?

2 Validate their emotions

The second step to handle a patient who is unhappy with their physical therapy care is to validate their emotions. Validating means acknowledging and accepting how the patient feels, without judging or minimizing their experience. You can use phrases like "I can see how that would be frustrating" or "I'm sorry you feel that way" to express validation. Validating can help the patient calm down, reduce their defensiveness, and build trust with you.

3 Provide information and options

The third step to handle a patient who is unhappy with their physical therapy care is to provide information and options. Sometimes, patients are unhappy because they have unrealistic expectations, misunderstandings, or lack of knowledge about their physical therapy plan, goals, or progress. You can help them by explaining the rationale, benefits, and risks of their physical therapy care, using clear and simple language, and providing examples or evidence. You can also offer them options or alternatives, such as changing the frequency, intensity, or duration of their sessions, switching to a different therapist, or trying a different modality or technique. Providing information and options can help the patient feel more informed, empowered, and involved in their care.

4 Negotiate a solution

The fourth step to handle a patient who is unhappy with their physical therapy care is to negotiate a solution. Negotiating means finding a mutually acceptable and realistic outcome that satisfies both the patient and the physical therapist. You can help by facilitating a respectful and constructive dialogue between the patient and the physical therapist, identifying the common interests and goals, and brainstorming possible solutions. You can also use positive reinforcement, such as praising the patient's efforts, achievements, or feedback, to encourage their cooperation and motivation. Negotiating a solution can help the patient feel more satisfied, valued, and committed to their physical therapy care.

5 Follow up and monitor

The fifth step to handle a patient who is unhappy with their physical therapy care is to follow up and monitor. Following up means checking in with the patient regularly to see how they are doing, how they feel about their physical therapy care, and whether they have any questions or concerns. Monitoring means tracking the patient's progress, outcomes, and satisfaction, and making adjustments if needed. You can use tools like surveys, feedback forms, or phone calls to collect and communicate this information. Following up and monitoring can help the patient feel more supported, cared for, and accountable for their physical therapy care.

6 Practice self-care

The sixth and final step to handle a patient who is unhappy with their physical therapy care is to practice self-care. Practicing self-care means taking care of your own physical, mental, and emotional health, especially after dealing with a difficult or stressful situation. You can do this by setting boundaries, managing your time, seeking support, expressing your feelings, and engaging in activities that relax and recharge you. Practicing self-care can help you prevent burnout, cope with compassion fatigue, and maintain your professionalism and effectiveness as a patient advocate.