Final answer:
To handle an irate patient on the phone, stay calm, use empathetic and non-confrontational language, listen actively, ask open-ended questions, focus on problem-solving, and involve a supervisor if necessary.
Step-by-step explanation:
To deal with an irate patient on the phone, it is essential to remain calm and professional. Choose your words carefully to avoid exacerbating the situation. Listen attentively to the patient's concerns and offer empathetic responses. It's crucial to avoid suggesting you're right and the patient is wrong, as this can increase tension. Instead, ask open-ended questions to better understand their perspective. Reflect on what the patient says by restating their concerns, thus affirming that you are listening and aiming to avoid misunderstandings.
Focus on problem-solving, rather than assigning blame. If the conflict cannot be resolved, consider involving your supervisor or the HR department for further assistance. Professionalism and a solution-focused approach can often deescalate an angry patient's concerns over the phone.