I understand and I'm sorry
While attending both undergraduate and chiropractic school, I worked as a waiter at two very nice steakhouses. Not only did I do well financially, but I learned several lessons which have served me over the years. Both restaurants shared a similar philosophy: "THE CUSTOMER IS ALWAYS RIGHT!"
I'm sure that most would agree that while we're in the business of healthcare, it's also a service-related industry.
Regardless of how hard we work at providing excellent care, unfortunately from time to time a patient may be dissatisfied with something about our offices. It might be a staff member, the time spent waiting to receive treatment, your office decor, fees, or your particular practice methods.
Whatever the case, "handling an upset" in a timely fashion is important to you and your success.
A few things to consider as you address a particular "patient issue:"
LISTEN: Allow the patient to describe [vent] the problem without interruption.
ACKNOWLEDGE: Demonstrate that you understand their feelings and apologize or address.
INVESTIGATE: Research the problem and plan how you will attempt to correct/rectify the issue.
COMMUNICATE: Follow up with the patient and discuss how their concern has been resolved.
Complaints can be unsettling and disruptive to any practice or business. Often they can be solved easily and involve a simple misunderstanding. The key is communicating that you understand the concern and will do your best to resolve it.
As a very successful business friend of mine once shared, "A satisfied customer will tell one person, but a dissatisfied customer will tell ten!" Happy Days.