Most businesses wouldn’t even consider firing a customer. But sometimes it’s the smartest thing you can do.
-The Bootstrapper’s Bible, by Seth Godin
Unless you’re blessed with Mother Theresa-esque patience, I’ll bet there have been days where you’ve been pushed to the edge of reason by one of your clients. Rude behavior, seemingly un-resolvable or never-ending complaints, unpaid bills and non-compliance – they’re the patients you see in the schedule that make your heart sink.
Most people would never consider actually “firing” a client, but have you stopped to consider the impact that some of your “less than ideal,” patients might be having on your practice? These irritating or otherwise difficult patients create two negative cycles in your practice that in the end cause emotional and financial drain.
The Emotional Drag
Overly difficult patients can create a steady decline in the emotional climate of your office. It starts with them slowly draining the life from you and your staff. We’ve all encountered these people before – they leave you emotionally exhausted.
This in turn messes up your office atmosphere and reduces the energy level in your clinic. The enthusiasm and warmth drops off; the office “vibe” becomes neutral or negative. This in turn starts to affect the patient experience – it’s not the same relaxing, healing experience it used to be. Your ability to engage patients and treat them properly starts to decline. And all of this is reflected in a decrease in referrals, return visits and growth.
The Effectiveness Drag
Difficult patients may not comply with your treatment plans, or if they do, they may continue self-destructive health habits that offset any treatment gains. Naturally, this means they don’t get better. And when they don’t get better, they don’t refer, or worse still, they complain to others about how your modality “doesn’t work”.
Again, this is reflected in decreased referrals, return visits and growth. Not to mention one (or more) unhappy CAM practitioners.
If you’re experiencing these negative cycles with one or more of your patients, here are some ways to deal with them:
Tell Them the Truth and Help Them Change
Start by acknowledging that part of their “bad” patient behavior may be part of your responsibility as a health care provider. Who’s to say it’s not part of their health problem? Instead of thinking of their behavior as a detriment to your day, consider that it could be a detriment to their healing. With time, most patients you approach truthfully on these grounds will either improve themselves, or drift away on their own.
Refer them Elsewhere
This isn’t just about dumping your worst patients on someone else. Your highest mandate, from a medical and business perspective is to increase health. Consider that your worst patient could be someone else’s bread and butter. Think of all the MD’s in family practice who can’t stand people with chronic, lifestyle related issues. For some CAM practitioners, like naturopaths, those patients could be a gift.
If there’s someone out there who can better serve these people, it’s your job to send them there. If you’re worried about competition, don’t. If you focus legitimately on improving patient’s lives, your practice will always benefit.
Send ‘em Packing
In the case of highly abusive, disruptive patients, simply ask them to not come back. Don’t charge them for that visit, but make it their last. Explain that you’re sorry, but you’re not able to help them any further. This is not about making them feel bad, or you feel good, it’s simply ending a client relationship that’s doing no one any good.
Note: If you have patients with anger management or severe emotional issues, don’t do this on your own. Be smart.
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