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Difficult Conversations with Patients #PACPearls

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PAC Pearls from the Women’s Dermatologic Society Follow these tips from the WDS Practice Advisory Committee (PAC) for all stages of having difficult conversations with patients. Before the Conversation Successfully addressing an unhappy or concerned patient requires training and preparation. Approach difficult conversations with a customer service mindset using a method called BLAST – Believe, Listen, Apologize, Satisfy, Thank. Detailed by Albert Barneto and further expounded upon for clinicians by Dr. Howard K. Steinman , the BLAST method is a standardized customer based conflict resolution method. By incorporating the BLAST method into staff training, you will be better prepared to have difficult conversations with patients. During the Conversation Believe : Believe in the genuineness of the patient's concern and the emotion attached to it. Listen : Maintain eye contact and actively listen without judgement to determine the patient’s concerns. Avoid escalating