That sinking feeling
Every health practitioner knows that sinking feeling when they see a certain patient in their appointment book. It is said that the 80/20 rule applies to dentistry: 80% of your problems will come from 20% of your patients. They may be difficult patients due to past history with dentists, unrealistic expectations, clashing of personalities and those odd patients who have had an undesirable outcome in your care and you're managing the sequelae.
Patients who have had poor experiences in the past must be handled with care but can slowly be converted into valuable lifelong patients. Those with unrealistic expectations must have their expectations managed before any irreversible treatment is done and if this can't be achieved then you must have a very honest look at your capabilities and pass the patient on if you don't think their goals can be achieved. These are often the ones who come back multiple times for remakes or adjustments and become a further pain in the backside. Clashing of personalities can be managed by a frank and honest conversation with the patient. Obviously patients who are overtly rude or aggressive to staff and other patients shouldn't be tolerated but these patients can be asked to change their behavior in a tactful way. They should be asked to please be mindful of others and if they can't, don't forget that you can always have the discussion that they may be best treated elsewhere. Especially in private practice it is your prerogative who and what you treat. Don't be pressured by financial gain and reputation because they aren't the kind of patients you want to hang onto anyway. You must try your best for your patients but not at the detriment to your own mental health.
Most patients that are difficult to manage are best dealt with early as the more you see them, the more they are integrated into the practice and are likely to come back and not change. The majority of these people don't realise they are being a burden and can be reasoned with. Passing them onto someone else for care is always an option if all else fails.
Patients who have had poor experiences in the past must be handled with care but can slowly be converted into valuable lifelong patients. Those with unrealistic expectations must have their expectations managed before any irreversible treatment is done and if this can't be achieved then you must have a very honest look at your capabilities and pass the patient on if you don't think their goals can be achieved. These are often the ones who come back multiple times for remakes or adjustments and become a further pain in the backside. Clashing of personalities can be managed by a frank and honest conversation with the patient. Obviously patients who are overtly rude or aggressive to staff and other patients shouldn't be tolerated but these patients can be asked to change their behavior in a tactful way. They should be asked to please be mindful of others and if they can't, don't forget that you can always have the discussion that they may be best treated elsewhere. Especially in private practice it is your prerogative who and what you treat. Don't be pressured by financial gain and reputation because they aren't the kind of patients you want to hang onto anyway. You must try your best for your patients but not at the detriment to your own mental health.
Most patients that are difficult to manage are best dealt with early as the more you see them, the more they are integrated into the practice and are likely to come back and not change. The majority of these people don't realise they are being a burden and can be reasoned with. Passing them onto someone else for care is always an option if all else fails.
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