When a patient is upset about anything, the team members and the doctor need to be empathetic. They need to stop what they are doing, make eye contact with the patient, and listen for a few moments about what is happening for them.
It may not seem important when a patient’s dog or cat has had to be put down, or when their family member has died, or when they are being treated for a serious illness, but it is very very important to THEM. Listening for a moment and saying something like, “I am so sorry that you have been going through such a hard time.” Even giving the patient a hug might really help.
Being empathetic reinforces their feeling that the practice really cares about them. It makes them happy to keep coming back to the office. It makes them willing to accept treatment. It makes them talk about the practice to their family and friends.
Be sure to show empathy…