SOP to handle difficult patients





Talk with a polite tone, don’t act bouncy
Listen to patient on what they want first
Meanwhile, jot down the complaint from the patient on a paper
Refer to Dr or anyone who wiser about the question from patient
Lastly, answer to patient on the question and complain calmly and politely
Example of the easy going patient






If the patient insists want to talk to Dr, but Dr not available to talk the patient
Inform patient that Dr is busy with patient or Dr is not in clinic
Ask the patient on the reason why they want to talk to Dr
Ask the patient on any message or question they wish the staff to deliver to Dr
Jot down the message or question
Inform Dr about the patient and the message given by the patient to the Dr.