On Demand Webinar

Angry, Difficult Patients? Staff Training Can Make a Difference

At our on demand webinar entitled "Angry, Difficult Patients? Staff Training Can Make a Difference" we have explored some very useful tips and techniques for dealing with angry, frustrated and difficult patients.we’ll explore some very useful tips and techniques for dealing with angry, frustrated and difficult patients. You’ll learn how to effectively de-escalate tense, adversarial patient interactions and increase patient satisfaction, leading to better outcomes, including greater empowerment and confidence in your staff’s abilities to identify and handle agitated patients and family members.

Takeaways

Today, thanks in large part to the COVID-19 pandemic, patient satisfaction is harder to achieve and more critical to your practice success than ever before. In order to attract, connect, convert and retain patients, your entire team – front-desk staff, billers, office managers, techs and physicians – is responsible for handling unhappy patients and cultivating an outstanding patient experience.

At our webinar, you’ll learn:

• How to respond to angry patients
• How to deal with volatile patient situations
• How to de-escalate potentially violent encounters
• How to deal with patients who refuse to mask and act out their frustrations
• How to reduce stress and anxiety for physicians and staff

Irene Doti – Senior Training Consultant

Irene Doti is a Senior Training Consultant for Practice Builders, the nation’s oldest and largest marketing agency for healthcare practices. Irene has over 20 years of experience in healthcare training and marketing.

At Practice Builders, Irene has launched many highly-successful training programs to virtually every specialty in order to attract new patients and facilitate and maintain professional referral relationships. Through onsite training to medical and dental practices throughout the US, Irene has dramatically enhanced staff performance and operational management in order to achieve optimum patient and provider satisfaction.

Irene’s goal is to enhance staff performance and operational management for achieving optimum patient and referring provider satisfaction.

Anna Latronica – Account Manager

Anna Latronica graduated from a top program at the University of South Carolina, Darla Moore School of Business. During her college tenure she did several internships with various South Carolina business organizations. She was mentored by industry-leading professionals and gained unparalleled experience in conjunction with her education.

In her professional life, Anna loves account management and helping clients attract more patients and increase their revenue. She has helped many clients achieve their marketing goals without spending a fortune. She creates strong, unique brands for her clients by first gaining an understanding of their business objectives, then effectively communicating them to healthcare consumers. Anna most enjoys working with individual clients.

She recognizes that every client has unique needs and goals, and loves being able to provide the most effective practice marketing solutions within their budgets. In her spare time, Anna volunteers for a local dog rescue and fosters dogs to ease the adoption process. She is a passionate advocate for their wellbeing and making sure they receive the love they deserve.