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Last updated on 2024年9月30日

You're faced with a dissatisfied patient. How can you address their concerns effectively?

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When you're in a healthcare setting, encountering a dissatisfied patient is not uncommon. Your response can significantly impact the situation, potentially turning a negative experience into a positive one. Effective communication is key, and it involves more than just talking; it's about understanding, empathy, and problem-solving. By addressing concerns with the right approach, you can help ensure that your patients feel heard and cared for, which is crucial in any healthcare environment.

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1 Listen First

Listening is the cornerstone of addressing a patient's concerns. When faced with a dissatisfied patient, your first step should be to listen actively without interrupting. This means giving them your full attention, making eye contact, and acknowledging their feelings. By doing so, you not only gather the necessary information to understand the issue but also show the patient that their concerns are important to you. Listening helps to build trust and opens the door to a constructive dialogue.

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Oliver Blum

Glückliche G?ste GmbH & Institut für Gastro-Konzepte & Food Genius Labs GmbH
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Zuh?ren funktioniert bei den meisten Bedenkentr?gern nicht, weil sie den Gegenargumenten nicht aufgeschlossen sind bzw. selbst nicht zum Zuh?ren bereit sind.

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Paula Trindade

Biomédica Sênior no Hospital Israelita Albert Einstein | Especialista em Imagem | Especializa??o em Excelência Operacional Lean Six Sigma | Green Belt
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Ao lidar com um paciente insatisfeito, mantenha a calma e ou?a suas preocupa??es ativamente, sem interromper. Mostre empatia e reconhe?a o que ele está sentindo, validando sua frustra??o. Em seguida, fa?a perguntas para entender melhor o problema e ofere?a solu??es claras e práticas, demonstrando disposi??o para resolver a situa??o. Transparência e comunica??o aberta s?o essenciais para reconstruir a confian?a e garantir que o paciente se sinta valorizado.

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Maria Letícia Goulart

Headhunter | Recrutamento & Sele??o | Energia | Atra??o de Talentos | RH
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Dê ao paciente a oportunidade de expressar suas preocupa??es sem interrup??es. Isso demonstra que você valoriza seus sentimentos e está disposto a entender sua perspectiva.

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2 Empathize Genuinely

Empathy is a powerful tool in interpersonal communication, especially in healthcare. After listening, express genuine empathy for the patient's situation. This doesn't mean you have to agree with their viewpoint, but rather that you acknowledge their feelings and experiences. A simple statement like, "I can see why that would be upsetting," can go a long way in making the patient feel understood and valued. Empathy can diffuse tension and create a more collaborative atmosphere for resolving issues.

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Oliver Blum

Glückliche G?ste GmbH & Institut für Gastro-Konzepte & Food Genius Labs GmbH
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Empathie ist die F?higkeit, zu entscheiden, welches Werkzeug zur der Diskussion mit dem Patienten passt, um den Patienten zu überzeugen. Empathie ist kein Selbstzweck, der sch?ngeredet wird. Sie scheint überweigend angeboren zu sein und mu? durch zielführende Sozialisierung erweitert und gepflegt werden.

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Maria Letícia Goulart

Headhunter | Recrutamento & Sele??o | Energia | Atra??o de Talentos | RH
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Após ouvir, reconhe?a os sentimentos do paciente. Dizer algo como “Eu entendo como isso pode ser frustrante” ajuda a criar uma conex?o emocional e mostra que você se importa com a experiência dele.

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3 Clarify Concerns

Once you've listened and empathized, it's essential to clarify the patient's concerns to ensure there's no misunderstanding. Ask questions to get to the heart of the issue and repeat back what you've heard to confirm accuracy. This process demonstrates that you're taking their concerns seriously and are committed to finding a resolution. Clarification helps eliminate confusion and lays the groundwork for addressing the problem effectively.

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Maria Letícia Goulart

Headhunter | Recrutamento & Sele??o | Energia | Atra??o de Talentos | RH
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Pergunte de forma aberta para entender melhor o que está causando insatisfa??o. Isso pode incluir perguntas como “Você poderia me explicar mais sobre o que n?o atendeu suas expectativas?” Isso n?o só esclarece a situa??o, mas também demonstra seu interesse em resolver o problema.

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4 Offer Solutions

With a clear understanding of the concerns, it's time to offer solutions. Discuss the available options with the patient, keeping their needs and preferences in mind. It's important to be honest about what can be done, setting realistic expectations. If immediate resolution isn't possible, explain the next steps and provide a timeframe. Offering solutions shows that you're proactive in seeking a positive outcome and that you value the patient's satisfaction.

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Oliver Blum

Glückliche G?ste GmbH & Institut für Gastro-Konzepte & Food Genius Labs GmbH
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Wenn dem Patienten nicht zu Beginn der Diskussion alle zielführenden L?sungen bekannt waren, erkl?rt das diesen Blogbeitrag. Dieser sollte damit beginnen, dass nach Vorliegen aller L?sungen, der Patient nicht überzeugt werden kann.

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5 Follow Up

Following up after the initial conversation is crucial in ensuring that the patient's concerns have been adequately addressed. Whether it's a phone call, an email, or another appointment, checking in with the patient demonstrates your commitment to their care and satisfaction. This step can also provide an opportunity to rectify any ongoing issues and reinforce the relationship between the patient and the healthcare provider.

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Oliver Blum

Glückliche G?ste GmbH & Institut für Gastro-Konzepte & Food Genius Labs GmbH
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Der Inhalt der Nachbereitung ist entscheidend und nicht die Nachbereitung an sich. Eine pr?gnante und verst?ndliche, m?glichst einfach lesbare und kurze schriftliche Zusammenfassung ist für beide Seiten eine gute Grundlage für das weitere Vorgehen.

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6 Document Carefully

Finally, make sure to document the interaction carefully, including the patient's concerns, your response, and any agreed-upon actions. Accurate documentation is essential for continuity of care and for protecting both the patient and healthcare provider. It serves as a record of what was discussed and decided upon, which can be valuable for future reference and in ensuring that all necessary steps are taken to resolve the patient's concerns.

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Oliver Blum

Glückliche G?ste GmbH & Institut für Gastro-Konzepte & Food Genius Labs GmbH
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Die Summe der schriftlichen Zusammenfassungen ist die Dokumentation. Es macht Sinn, ab einem gewissen Umfang eine Gliederung beizufügen, die zum jeweiligen Einzelfall passt, damit der Patient eine gute und schnell erfassbare Gesamtliteratur hat.

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You're faced with a dissatisfied patient. How can you address their concerns effectively?

1

2

3

4

5

6

1 Listen First

2 Empathize Genuinely

3 Clarify Concerns

4 Offer Solutions

5 Follow Up

6 Document Carefully

Interpersonal Communication

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You're faced with a dissatisfied patient. How can you address their concerns effectively?

1

2

3

4

5

6

1 Listen First

2 Empathize Genuinely

3 Clarify Concerns

4 Offer Solutions

5 Follow Up

6 Document Carefully

Interpersonal Communication

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感谢您的反馈

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