When Your Staff Escalates

In this episode, we cover:

Why patients experience the entire practice—not just the physician

Five phrases that can escalate patient conflicts, and what staff can say instead

How physicians can intervene in an argument and coach employees afterward

When staff should handle a concern, hand it off, or follow safety procedures

How role-playing and improving office systems can strengthen patient trust

Key Takeaway Quote:

“The goal is not patient versus practice. The goal is patient and practice versus the problem.”

Connect with Barbara Hales:

Twitter: @DrBarbaraHales

Facebook: facebook.com/theMedicalStrategist

Business Website: TheMedicalStrategist.com