Dealing with difficult patients is one of the most challenging tasks faced by Medical Office Assistants (MOAs) on a day-to-day basis.
Clinics are stressful environments at the best of times - patients must often contend with crowded waiting rooms and lengthy wait times, and some may be about to hear discomforting news about their health, or the health of a loved one.
These stressors can cause some visitors to get aggressive and, well, impatient when dealing with medical staff at the front desk. In this context, the use of proper de-escalation techniques becomes essential.
In this article, we will discuss two science-backed de-escalation strategies for dealing with difficult patients in your medical office.
1. Cut Down on the Jargon.
In some cases, a patient’s aggression may stem from unrealistic or misinterpreted expectations about their medical care.
For example, a patient may not understand why they have to return for a follow-up appointment, or pay a fee for additional treatment. They might suspect that the clinic is trying to scam them, or that clinic staff don’t understand the severity of their medical condition, leading to conflict.
One of the most effective strategies for managing this kind of patient is to speak with them using clear, concise language with little-to-no medical jargon.
Why is this so important? Well, using highly-technical language might actually make you seem less trustworthy!
In a study of medical jargon from the University of Munster, Dr. Regina Jucks and Maria Zimmermann found that “the more jargon was used, the less it was perceived as trustworthy”. Using non-accommodative language may give off the impression that you’re intentionally trying to confuse the patient or trick them in some way - even though that’s not your intention.
But even if a patient thinks you’re trustworthy, using jargon can still lead to miscommunication and, in turn, conflict.
Patients might hear highly-technical language and think it means something other than what you actually mean. This is especially likely to happen if English is not the patient’s first language.
To avoid this, keep your language simple and to-the-point at all times, unless you’re absolutely positive that the patient will understand the technical term you’re using. It will save you time and energy in the long run!
2. De-Escalate with Active Listening.
Active listening is a tried-and-true de-escalation strategy that aims to change someone’s attitude by simply listening to them in an understanding, non-confrontational way.
To practice active listening with difficult patients, you must avoid passing judgement (positive or negative) on them while they are expressing their feelings to you.
Instead, you should first listen carefully and without interruption as they speak. Show genuine interest in their problems to make them feel valued before actually suggesting any solutions to their problems.
Take note of the patient’s non-verbal cues as well. Psychologists Carl Rogers and Richard Farson, Ph.D write that “truly sensitive listening requires that we become aware of several kinds of communication besides verbal”.
Is the patient’s body language open and assertive, or closed and confused? Do they hesitate before saying certain words? Actions like these can help tell us where exactly a patient’s anger might be stemming from.
When it is your turn to speak, use these contextual clues to determine the appropriate response.
For example, suppose the patient says to you: “I’m so glad that appointment is over, that was terrible”. Don’t just nod your head and ask them to schedule a follow-up appointment!
Instead, depending on the context, you might want to respond with something like “I’m sorry to hear that!”, or “I know how you feel, I don’t like going to the doctor either”, or anything else to match the patient’s energy and make them feel understood.
No matter what you say, be sure to use a calm tone of voice and non-confrontational body language. Maintain a steady, quiet tone of voice while dealing with frustrated patients, and avoid getting into their personal space.
Remember: they’re not really upset with you as a person - they are just upset with the circumstances.
Conclusion
Managing difficult patients in a medical office can be a challenging task, but by utilizing these two strategies, medical office assistants can reduce conflict in their clinic and create a more positive patient experience overall.
Using clear, concise language and actively listening to patients are key ways to prevent misunderstandings, improve communication, and provide the highest level of care possible.