How would you deal with a patient who screamed at you suddenly in the middle of your CS exam?
Most students have no clue how to deal with this… So let’s dive in and talk about it now.
It’s one thing to deal with a difficult patient face-to-face, but it’s a whole new story when you’re dealing with a concerned parent, and you’re doing it over the phone…
Tip 1) Acknowledge the parent’s concern: You never want to dismiss the parent’s concerns… it is after all their child we’re dealing with. If they say something to you that shows concern, reassure them that you’re going to do everything in your power to help their child feel better asap.
Tip 2) Let the parent know your plans: Often times, simply outlining your intentions with their child will put them at ease… For example, if the child isn’t feeling well, by telling the parent that you’re going to bring them into the office for a full workup, they will likely feel reassured by this.
Tip 3) Ask the parent to tell you their biggest concerns: Often times, a parent’s concern may be over something that isn’t in fact likely to happen. For this reason, if a parent shows concern, ask them what their biggest concern is regarding the situation and then let them know whether or not their concerns are even valid. This must be done with empathy and sincerity, because if done with an authoritative tone it could come across in a way that you’re not intending.
These are three easy-to-implement tips that will help you to navigate the murky waters of a phone case and a concerned parent.
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