2 answers
Jawanda
Student
Sedro-Woolley, Washington
3
Questions
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How do you deal with someone who isn't satisfied with your patient care?
#nurse-practitioner
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2 answers
Emily Garber
Nurse Practitioner
2
Answers
New York, New York
Updated
Emily’s Answer
Hi Jawanda,
The majority of the time seeking to understand the other person can resolve the issue. If a person does not feel heard, they are more likely to be unhappy. It is also key to avoid overpromising or making promises that are impossible to keep. For example, one phrase that healthcare workers commonly say is “I’ll be right back” but then they do not return for a long period of time. This sets an expectation with the patient that is then not met. Finally, some individuals will not be satisfied with you reguardless of what you do and the only answer to is that is to understand that you can’t please everybody.
The majority of the time seeking to understand the other person can resolve the issue. If a person does not feel heard, they are more likely to be unhappy. It is also key to avoid overpromising or making promises that are impossible to keep. For example, one phrase that healthcare workers commonly say is “I’ll be right back” but then they do not return for a long period of time. This sets an expectation with the patient that is then not met. Finally, some individuals will not be satisfied with you reguardless of what you do and the only answer to is that is to understand that you can’t please everybody.
Misty Miller
ISM Rep @ AT&T DirecTV
121
Answers
Huntsville, Alabama
Updated
Misty’s Answer
Hi Jawanda.
If you are asking the question I think you are asking, then there are a few things you have to remember when working in the medical field. Some people are only going to take the answer they have already made up in their own minds to be true and anything less will cause an uproar. Some people may not fully understand what is going on with them or their condition and therefore are not going to understand the type of care you are providing them. There are also those that no matter what you do or how wonderful the care they are receiving, it is not going to be enough to satisfy what they are looking for. If a patient comes to you personally with a concern about the care they feel they receive from you, listen to them. It could be one of the above situations. If more explaining is needed for them to feel comfortable, please always provide it. If you do not have the answer then do your best to get it for them or at least help them to find a place that is going to help them seek the answer. Always always always, be nice. I know some patients are over bearing and very hard to deal with but in the medical field in any position it is our job to comfort and do the best job possible to make them feel better and valued. Another thing to keep in mind is what may be nice to one is going to be perceived as something completely different to another. Perception is key. You have to take it one patient at a time,
Good luck and hope this helps.
If you are asking the question I think you are asking, then there are a few things you have to remember when working in the medical field. Some people are only going to take the answer they have already made up in their own minds to be true and anything less will cause an uproar. Some people may not fully understand what is going on with them or their condition and therefore are not going to understand the type of care you are providing them. There are also those that no matter what you do or how wonderful the care they are receiving, it is not going to be enough to satisfy what they are looking for. If a patient comes to you personally with a concern about the care they feel they receive from you, listen to them. It could be one of the above situations. If more explaining is needed for them to feel comfortable, please always provide it. If you do not have the answer then do your best to get it for them or at least help them to find a place that is going to help them seek the answer. Always always always, be nice. I know some patients are over bearing and very hard to deal with but in the medical field in any position it is our job to comfort and do the best job possible to make them feel better and valued. Another thing to keep in mind is what may be nice to one is going to be perceived as something completely different to another. Perception is key. You have to take it one patient at a time,
Good luck and hope this helps.