BC Advantage - 2005 Issue 10

Ever get a nasty letter from a ticked-off patient? Here's how to defuse the situation

Every doctor is bound to receive a poison-pen letter from a patient from time to time. Billing disputes, misunderstandings, and complaints about medical care or treatment by staff can all spark irate correspondence. Tempted as you may be, you can't afford to simply ignore such letters. Many's the malpractice suit that was preceded by a complaint that went unanswered. So what's the best way to respond to these missives without wasting your time, further alienating your angry patient, or giving in to unreasonable demands? We asked our practice management experts for their advice. When the letter is about a...

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