Most of my patients do not take no lightly.
As a clinic (medical) assistant, I deal with scheduling appointments, submitting insurance authorizations, and any resulting questions, comments, or frustrations.
Amid recent COVID-19 concerns, clinic visits were mandated to be cancelled (rightfully so), and telling patients they cannot be seen has not been easy or pleasant. Nor has it been easy informing them that we don’t currently plan to resume seeing patients until June, given that many already waited 2+ months to secure an appointment.
Having spent most of the last few weeks on the phone with patients, I just wanted to share some of the things I have learned in regards to uncomfortable conversations.
Speak Confidently and Calmly – A positive and reassuring demeanor goes a long way. Confidence makes you appear well-informed and in control of the situation, and patients are more willing to listen and more understanding of what is going on.
Preface with Intent – Start the conversation by informing the patient that you will be delivering information they may not want to hear. I often start a conversation with “I am calling with some unfortunate news” or “Unfortunately, due to X, we cannot Y”. If a patient expects that they will be hearing something unpleasant, they may respond more productively.
State the Facts – Inform patients why they are being told what they are being told. If a patient understands the reasoning behind the situation, they may be more receptive to the information being presented.
“We cannot see you in clinic at the time due to a statewide mandate”.
“We are not able to perform that procedure because it has been denied by your insurance”.
“We cannot see you any sooner because your visit will not be approved.”
“We cannot schedule you sooner, because we do not anticipate restrictions to be lifted by this time and do not want to cancel another one of your appointments because of this.”
Provide Alternative Options – Knowing what alternatives are available helps patients feel more in control of the situation and more confident in how to move forward.
“You can reschedule your appointment for a later date, or I can speak to your provider to see if another procedure can be approved”.
“We understand that you are concerned about leaving your home at this time. We can reschedule your procedures for a later date and schedule a televisit today to get any questions you may have answered.”
Reassure – Make sure your patients feel heard; acknowledge that their feelings are valid and that you will inform them if anything changes.
“I know this is frustrating,”
“I’m sorry you are having to wait/deal with this.”
“We will let you know as soon as we can if we are able to see you sooner”
Put Things into Perspective – Let your patient know that he/she is not the only one affected by the situation. You may say something along the lines of “I understand that you are upset, but we cannot see any of our patients at this time.” However, I try to avoid this unless a patient becomes hostile or rude in response to the information.
Express Positivity – Thank your patient for understanding, and end the conversation on a positive note.
“I hope you have a wonderful rest of your day.”
“Stay safe and healthy.”
I hope some of these tips help you have more constructive conversations with your patients!
Disclaimer: This commentary is based on my personal opinion; feel free to consult any other resources you may find necessary or useful. This post is in no way sponsored; all comments are my own.