Headlines

Difficult Patients? OD Says Take the High Road

Published

8 years ago

August 3, 2015

Tactic may not always work, he admits, but it has advantages.

“Kill them with kindness” is one optometrist’s advice for dealing with problem patients. “Taking a page from the customer service industry, I do my best to put on a happy face and answer all insults, slights or otherwise with nothing more than a smile and a nod,” says California OD Ron Rosa, writing in Healio. “While that may seem counterintuitive — and in many cases, ineffective — keeping the moral high ground and just being nice can easily defuse a situation and put your patient in his/her place (or so to speak). This doesn’t work all the time, but at the very least it can keep you from getting a bad review online and possibly salvage the chance at having a productive and non-stressful appointment.”

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