Hi and welcome to today's One Minute Management Tip. My name is Tina Del Buono.
You know, when you or a team member face challenging patients, maybe they have complaints, the one thing that the patient wants is to be validated. That we understand that they are having this emotion of being upset or angry. And they want it to be acknowledged and something to be done about it. Well, there is a great technique that I heard several years ago and we try and use it in our practice. And it's called the ASAP technique of taking care of patients when they have a complaint.
First of all, you need to apologize and acknowledge: "I'm so sorry that you're having this problem."
Then you need to sympathize with them and empathize with them: "I understand how that can be very upsetting."
And then, you need to accept responsibility: "I am going to help you take care of this."
And then, what you need to do is you need to prepare to help them. Let them know if you have to go and research something, if you have to talk to the physician or an office manager, but you letting them know what you're going to do about it. That you've heard their problem, that you understand their problem, and that you are going to help take care of it ASAP.
Well, I hope this tip gives you some food for thought the next time that you have a patient who's not quite so happy. I hope you have a great day. Bye.