Dealing with difficult patients

Question 1

How to deal with difficult patient:

Answer 1

1. Avoid downplaying the seriousness of the patients complaint - let the patient tell their side of the story without interuption
2. Express empathy, let the patients know that you understand the problem and are concerned about their feelings
3. patient need to hear that you are on their side and are willing to do whatever it takes to solve their problem
4. Do not go on the defensive
5. Take control of the situation, once heard their side then take action to resolve the problem
6. Ask the patient what they want - the patient’s solution may be fair and simple
7. Once establish POA - sell it and explain how it will solve the problem
8. ensure the plan has been carried out and the results are acceptable to your patient - then follow up to ensure the patient is happy with the way you have handled the problem

Question 2

What makes the perfect dentist:

Answer 2

Confident 
Emapthetic 
Humane - caring kind and compassionate
Personal - dentist interested in me
Frank - tells me what i need to know 
Respectful - take input seriously and works with me 
Thorough - conscientious and persistent