How would you handle an angry patient or family member?

"I handle angry patients and family members by remaining calm, listening to their complaints, and finding a resolution to the problem. I have found that most often, there is a communication issue that can be resolved with patience, listening, and problem-solving. If I cannot make the patient happy, I involve upper management. That has only happened once, and even my superior could not please them."

"I have extensive training in customer dispute management from my previous employer. If a patient or family member is ever unhappy with their service, I would stop what I was doing, apologize, and ask them what I can do to make them happy. Most patients and family members will tell you exactly what they want to satisfy their needs."

I have dealt with angry patients and family members many times. I have found that the best way to handle the situation is to allow them to communicate their frustrations and what they perceived to happen. An apology goes a long way, so I will typically say something like "I'm sorry that happened to you" or "I'm sorry you experienced that." Usually, once they have been able to tell you why they are angry they will start to calm down. I will then work with them to find a solution to the problem.