Do's and don'ts for negative feedback: Handling unsatisfied patients

Sometimes even under the best circumstances, patients become dissatisfied. So it's inevitable that you will have to deal with unhappy patients. Remember that a problem is an opportunity to improve performance. When an issue is resolved quickly and properly, the relationship between the practice and patients can be maintained and strengthened. Patients need to understand that your practice cares about them and that finding appropriate solutions is a top priority.

Manage your practice's online reputation. Google your practice. You might be surprised by what you find. Correct misinformation and address any negative feedback in a responsible manner. The internet is how most patients find out about your practice. If you discover negative comments or wrong information, respond appropriately and quickly.

Don't be drawn into emotional confrontations. When dealing with an unhappy patient, stay focused on the issue at hand. If the patient criticizes you personally, don't respond in kind. Calmly restate the issue -- which usually redirects the patient's attention to the original concern -- and concentrate on resolving the problem to the patient's satisfaction.

Roger P. Levin, DDS, is the founder and CEO of Levin Group, the leading dental practice consulting firm in North America. For the complete list of dates and locations where you can attend his latest seminar, visit www.levingroup.com/gpseminars.

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