Years ago, our medical group contracted with University of Phoenix to run training on patient interactions. They used members of their drama classes to pose as patients with bad attitudes, complaints, and just ornery. We were taped so we could critique our interaction with these "patients". The sessions were invaluable in adjusting our reaction to these people. If real patients complained about a provider's attitude or responses, the providers were required to re-take the training. If there were further, confirmed, complaints on the same provider, they were asked to take their skills elsewhere. (Patients were sent forms to be filled out after all their visits and returned anonymously to evaluate their their visit. We were required to maintain a 98% patient satisfaction rating.)
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