The Healthcare Professional’s

Guide to Handling Difficult Patients

5-1/2" x 8-1/2", softcover, 11 pages, 5 copies per pack, PLUS Leader’s Guide. $32.95. Table of Contents Leader’s Guide Sample Section Order Now

It’s happened to everyone who works with patients, whether in a hospital, clinic, or medical practice. You answer the phone or say hello and the patient is angry right from the start.

Now, you can help your staff turn those patients around.

The Guide to Handling Difficult Patients takes readers through nine steps to transform an angry, dissatisfied patient into a satisfied, loyal, long-term patient who knows your organization can be counted on. And who will refer friends and family.

The guide includes information on why patients become angry or upset, techniques your staff can use to calm patients and remain calm themselves, detailed complaint handling techniques including key words and phrases, plus important information on how to recover from a difficult patient encounter and get ready to give the next patient first-class service.

To learn more about The Healthcare Professional’s Guide to Handling Difficult Patients, you may read the sample section, Techniques for calming patients down. You’ll see how much useful, skill-building information is packed into a brief section of this practical guide.

The Healthcare Professional’s Guide to Handling Difficult Patients is provided in packages of five. You’ll have a copy for everyone on staff from receptionists and billing specialists to clinical staff.

Leader’s Guide

To help you get the most from your training program, you’ll also receive a copy of the Leader’s Guide. It will show you how to introduce the program to your staff in a positive and motivating way. How to reinforce important points in the booklet with a group training session. Plus techniques and refreshers to continue to reinforce the message long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer to use the program because the Leader’s Guide includes discussion topics, activities, trainer’s tips and more that you can use to conduct your training like a pro.

Table of Contents