Last updated on Jul 26, 2024

Front desk staff are facing upset patients. How can you ensure their professionalism remains intact?

In the dynamic environment of healthcare, front desk staff often encounter upset patients. Their role is not only to manage appointments and paperwork but also to maintain the front line of patient interaction. Ensuring professionalism at the front desk is critical for practice management, as it sets the tone for the patient's entire experience. By equipping your staff with the right tools and skills, you can help them navigate these challenging situations while upholding the highest standards of professionalism.

1 Empathy Training

Empathy is a powerful tool in managing upset patients. Training your front desk staff to recognize and respond to patients' emotional states can diffuse tension and foster a more positive interaction. Encourage them to listen actively, acknowledge the patient's feelings, and offer genuine reassurance. When patients feel understood, they are more likely to respond positively, which can make managing their concerns easier and maintain the professionalism of your practice.

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Bronwyn Upson

Sales Education Trainer at Bupa Villages and Aged care
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It is important for staff to be supported with continuous training on how to handle situations but also know their leadership is there to support them with escalations for difficult people. Been on both sides as a consultant and a leader. Knowing you have support is sometimes as important as having the skills to know how to handle and wording to help you understand and get to the bottom of the concern.

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NANCY J SILFORT, MBA

"Empowering Corporate Sisterhood: Building Stronger Mindset, Fostering Inclusion, and Driving Success 💼✨"
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By providing proper training, clear communication protocols, emotional support, and effective problem-solving strategies, you can ensure that front desk staff maintain professionalism even in challenging situations. This not only helps in managing upset patients effectively but also contributes to a more positive and supportive work environment.

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2 Clear Policies

Having clear, established policies for handling difficult situations is essential for front desk staff. Make sure that your team is well-versed in these protocols and understands the importance of adhering to them, even under pressure. This includes knowing when to escalate a situation to a manager or when to enforce practice policies firmly but respectfully. Consistency in policy application reassures patients of fair treatment and supports staff in maintaining their professionalism.

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Floria Bol

Planning and Development at District of Sechelt
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I agree that establishing clear policy and protocols is important in handling difficult situations, however I also stress the importance of staff training in de-escalation. De-escalation training ensures staff a level of confidence in handling difficult situations, knowing how and when to practice policies firmly but respectfully, knowing when to bring a situation to a manager’s attention, and how to maintain professionalism while under pressure. Proper training allows for consistency in policy application, reassures fair patient treatment and supports staff in maintaining high levels of professionalism.

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3 Stress Management

Working at the front desk can be stressful, especially when dealing with upset patients. Provide your staff with stress management techniques and regular breaks to prevent burnout and ensure they can approach each patient with a fresh perspective. Techniques such as deep breathing, mindfulness, or even short walks can help staff reset and maintain a professional demeanor throughout their shifts.

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Danielle Kaufman

Make the most of every day! Relocating to Knoxville, TN within the next year.
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We in the Customer service world are typically the easiest outlet for the public to take their annoyance out on. I train people to keep it cool, it's only a few minutes of our lives. If you continue to stay positive and helpful to the customer's needs, they are more likely to apologize for their frustration being taken out on them.

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4 Role-Playing Scenarios

Practice makes perfect, and this is particularly true when preparing front desk staff for challenging interactions. Role-playing scenarios can help staff build confidence in handling upset patients professionally. By simulating difficult conversations, your team can develop effective strategies for de-escalating situations and providing excellent service without compromising their composure or the reputation of your practice.

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5 Supportive Environment

Creating a supportive environment is crucial for empowering front desk staff to maintain professionalism. Ensure they know that management has their back and that their well-being is a priority. Regular team meetings can provide a platform for staff to share experiences, offer each other advice, and collectively improve their approach to handling upset patients. A culture of support and continuous improvement can significantly enhance staff resilience and professionalism.

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6 Continuous Feedback

Continuous feedback is a cornerstone of professional development. Encourage an open dialogue where front desk staff can receive constructive feedback on their interactions with patients. This not only helps them refine their approach but also reinforces the importance of maintaining professionalism. Positive reinforcement for handling difficult situations well can also boost morale and motivate staff to consistently deliver their best performance.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Front desk staff are facing upset patients. How can you ensure their professionalism remains intact?

1

2

3

4

5

6

7

1 Empathy Training

2 Clear Policies

3 Stress Management

4 Role-Playing Scenarios

5 Supportive Environment

6 Continuous Feedback

7 Here’s what else to consider

Practice Management

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Front desk staff are facing upset patients. How can you ensure their professionalism remains intact?

1

2

3

4

5

6

7

1 Empathy Training

2 Clear Policies

3 Stress Management

4 Role-Playing Scenarios

5 Supportive Environment

6 Continuous Feedback

7 Here’s what else to consider

Practice Management

Rate this article

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