Tips for handling irate or rude patients

Communicating with patients is an important aspect of the daily work of pharmacists and pharmacy technicians. What should you do when you encounter a patient who is angry, rude or exhibits other unreasonable behaviour?First, don’t take it personally. The patient is probably having a bad day and it may have nothing to do with you. They could be running late because of a long wait at the doctor’s office or perhaps the doctor gave them unexpected news. The patient could be feeling unwell or anxious about their prescribed treatment and how they are going to pay for it. They may be upset when they find out there will be a long wait for their prescription.Pharmacists and pharmacy technicians can consider the following points to help them react appropriately when they encounter angry or rude patients. Clarify concerns Empathy can be an effective way to manage the situation. Ignore the rudeness and try to sort out the patient’s problem. Assure the patient that you will do your best to help them.Try to clarify what they want from you. Sometimes all that’s needed to reduce the patient’s irritability is to make them feel that someone is listening to them and trying to understand their concerns.If appropriate, apologize in an empathetic way, without admitting fault. For example, you could say, “I’m sorry you are experiencing this problem.” Then clarify their concerns, with language using the patient’s own words. For example, after listening to the patient’s concerns, you could say, “It sounds like the problem is...xxx” and then, “Is that what you mean?” If you can’t solve the problem, let the patient know that you are referring them to someone who can. Display patience Pharmacists and pharmacy technicians are knowledgeable about many things that patients know little about, such as medications and insurance plans. Be patient when answering their questions and clear up any confusion about their medications. If you can’t solve the patient’s problem on the spot, offer to call the patient later once the issue is resolved. Explain delays Patients may have unrealistic expectations of your services because they don’t understand everything that’s involved (e.g., filling a prescription, getting prior authorizations, ordering special products, contacting doctors to clarify the dosage or directions for use). Explain how your system works; this can help them understand how the system works and prevent future problems. Tone it down If an unhappy patient complains loudly, the reflex reaction may be to raise your voice in response. However, this could escalate the situation. Instead, try lowering your voice and talking more quietly. The patient will have to stop talking loudly in order to hear you.If you think you are losing control of the situation, take a deep breath, pause for a moment, or even excuse yourself briefly to let the situation calm somewhat. Then speak in a quiet voice to see if you can help reach a solution.Sometimes a patient’s behaviour may cross the line into verbal or physical abuse. You should not tolerate verbal or physical abuse, or insulting or racist language. If the patient continues to be abusive, get someone else involved (e.g., coworker or manager), or even call 911 in the case of an actual threat.SummaryMaintaining a professional behaviour in volatile situations will help you manage the patient and the problem.ReferenceMacDonald JV. Four strategies for reacting to rude customers. Drug Topics, April 12, 2019. https://www.drugtopics.com/patient-relations/four-strategies-reacting-rude-customers (accessed April 18, 2019).

Tips for handling irate or rude patients

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