Question

Which of the following is the best method of interacting with an angry patient in the reception area?

a.Be assertive in calming the patient down
b.Sit down next to the patient and gently pat his or her back to soothe the patient
c.Invite the patient into a room out of the reception area
d.Ignore the patient. When ignored, patients will stop unacceptable behavior

Answer 1

The best method of interacting with an angry patient in the reception area is to be assertive in calming the patient down.

Step-by-step explanation:

The best method of interacting with an angry patient in the reception area is to be assertive in calming the patient down. Choose your words carefully to avoid inflaming the situation and remain calm while listening to the other side of the story. Instead of suggesting one is right and the other is wrong, try asking open-ended questions to understand their position better and restate what you heard to show you were listening. The focus should be on solving the problem, not blaming the patient. If you're unable to resolve the conflict, consider speaking with your supervisor or HR department.