Managing Patient & Impatient Patients

The Impatient Patient: How Dental Practices Can turn Frustration into Trust

June 10, 2025 – In today’s fast-paced world, patience is a dwindling virtue. This is particularly noticeable in healthcare settings like dental offices, where thoroughness and precision are paramount. But what happens when a patient’s desire for instant results clashes wiht the realities of quality dental care?

Moyra Girelli, a leading trainer, strategic coach, and organizational consultant for the dental sector and founder of Aula41, offers valuable insights into effectively managing the “impatient patient” – a profile often mislabeled as simply rude.

[Image of Moyra Girelli]
Moyra Girelli, founder of Aula41, emphasizes the importance of strategic dialogue in dental practice.

Understanding the Root of Impatience

Girelli defines the impatient patient as someone who “books at the last minute, demands priority, wants complex treatments completed in a single session, struggles with lab turnaround times, and reacts strongly to any perceived delays.” These patients often communicate their frustrations assertively, even aggressively.

Though, Girelli stresses that this behavior isn’t necessarily about personal disrespect.”This isn’t simply rudeness,” she explains. “It’s a reflection of a broader societal trend where waiting is seen as a waste of time, rather than an integral part of a process.”

This dynamic puts notable pressure on dental staff, who must balance efficiency, internal protocols, and the need to de-escalate tension while maintaining a positive patient relationship.

Strategic Communication: The Key to Calm

Girelli champions strategic communication as the cornerstone of navigating these challenging interactions. “Strategic communication isn’t just about ‘speaking well’,” she clarifies. “It’s about intentionally crafting messages that shape perception and encourage cooperation.”

The biggest risk, she warns, is losing control of the conversation and being swept up in the patient’s emotional urgency. To avoid this, girelli recommends a proactive approach built on these key strategies:

Establish Clear Boundaries: Assertively remind patients that the practice operates on principles of fairness and clinical safety, and individual demands cannot compromise these standards – while still acknowledging their needs.
Avoid Reactive Responses: Don’t mirror irritation with irritation, or haste with haste. Dental staff should project authority and stability, not anxiety.
Proactive Expectation Management: Clearly communicate potential wait times upfront – during appointment scheduling, confirmation messages, and even in the waiting room – explaining the reasons and emphasizing the importance of adhering to clinical timelines.
Positive Reframing: Transform negative statements like “you can’t do it promptly” into positive ones like “to guarantee the best possible result, we need to dedicate the necessary time.”
Kind Authority: Listen to the patient’s concerns, but maintain control of the situation and avoid letting them dictate the treatment plan.

Team Training & What To Say (and Not* Say)

Girelli emphasizes the importance of consistent messaging across the entire dental team. “Staff should be trained in standardized responses to avoid contradictions between the front office and clinical areas.”

She suggests using clear, calm,

How can healthcare professionals effectively address teh root causes of patient impatience, such as pain and anxiety, during the initial stages of patient interaction?

Managing Patient & impatient Patients: A Guide for Healthcare Professionals

Dealing with patients, both those awaiting medical care and those receiving it within a healthcare setting, is frequently enough a complex and challenging task. Understanding the nuances of patient needs, from physical health issues to emotional states, is critical. This guide delves into the strategies for effectively managing both patient and impatient patients, encompassing interaction, conflict resolution, and fostering patient satisfaction.

Understanding patient and Impatient Patient Behavior

The distinction between patient and impatient behavior encompasses a wide spectrum. Understanding the underlying causes will allow for an effective management approach. Patient individuals exhibit a degree of calmness and acceptance while waiting, which is a stark contrast to impatience which comes from frustrations and unmet expectations.

Defining “Patient” vs. “Impatient” Behavior

The terms “patient” and “impatient” accurately describe character differences. Healthcare professionals will need to understand these distinctions, to provide optimal care. Consider the following differences:

• Patient Patients: Tend to be calm, understanding of wait times, and cooperative. They often display composure when faced with delays.
• Impatient patients: Exhibit restlessness, frustration, and are frequently enough quick to become agitated. Their patience is often stretched thin due to pain, fear, or anxiety.

Triggers of Impatience

Several factors that contribute to patient impatience. Recognizing these underlying issues is the first step toward effective management:

• Pain and Discomfort: Physical suffering is a critically important source of anxiety and impatience.
• Waiting Times: Prolonged waits, whether for appointments or tests, can lead to frustration.
• Lack of Information: Unclear communication and a lack of updates can fuel anxiety.
• Fear and Anxiety: Concerns related to the diagnosis and treatment can escalate impatience.
• Environmental Factors: Overcrowding, noise, and lack of privacy can exacerbate stress.

Effective Communication Strategies for Patient Management

Effective communication is the cornerstone of positive patient interactions. By mastering these techniques, healthcare professionals can significantly reduce anxiety and foster a level of trust.

Active Listening and Empathy

Empathy is the basis of good communication.Healthcare professionals should listen attentively to patients’ concerns, validating their feelings and making it clear that the issues they are facing are acknowledged and taken into account.

Clear and Concise Explanations

Provide clear and easy-to-understand information about diagnosis, treatment plans, and procedures. Avoid jargon and keep your message simple. Allow questions.

Setting Realistic Expectations

Give realistic estimations for wait times and explain the reasons behind any delays. Offer regular updates. Forewarn patients about potential delays to help them better prepare.

Conflict Resolution Techniques in Healthcare Settings

conflict is unavoidable in healthcare, but knowing how to manage will smooth out patient satisfaction. Applying such conflict resolution techniques can help turn possibly negative situations for a positive outcome.

De-escalation Strategies

When a patient becomes agitated:

• Maintain a calm tone.
• use non-threatening body language.
• Acknowledge the patient’s frustration.
• Give the patient time to air their grievances.
• Avoid getting defensive.

Problem-Solving Approach

Focus on finding solutions. Healthcare providers should work together with the patient to address underlying problems. If problems linger, consult with other professionals.

Sample case Study: Managing Patient Anxiety

A woman is waiting for her appointment. She’s experiencing shortness of breath and anxiety about her recent symptoms. The waiting room is hectic and the nurse is preoccupied.

the problem: The patient’s anxiety grew as of the symptoms, the chaos, and a lack of reassurance.

Intervention: The nurse quietly approaches the woman, listens to her concerns, and offers updates on when the doctor will see her. The nurse provides a glass of water and encourages the woman to take deep breaths to help her get through the panic attacks. Also, the nurse will set her mind at ease by informing her that the Doctor is in the process of resolving her appointment for her.

Outcome: The woman is much calmer and better prepared before interacting with the doctor.

Optimizing the Healthcare Surroundings

The physical environment has a direct impact on patient satisfaction and overall levels of anxiety. Healthcare providers can follow the next suggestions on optimizing the environment.

Reducing Waiting Times and Delays

To minimize frustrating wait times, healthcare providers should consider the following:

1. Streamlined Appointment Scheduling: Optimize scheduling to minimize gaps.
2. Efficient Workflow Management: Improve clinical workflows by updating processes.
3. Technology Integration: Adopt technologies like online check-in.
4. Resource Allocation Optimization: Ensure staff and equipment are readily available.

Creating a Cozy Waiting Area

How to create a comfortable Patient Waiting Area.

• Comfortable Seating: Provide seating, especially for those with mobility problems.
• Ambient Atmosphere: consider natural lighting,soft colors,and background music.
• Entertainment: Set up a variety of reading materials, tv screens on the wall, and free WIFI.
• Amenities: Provide drinking stations, informational kiosks, and charging ports.
• Privacy: Ensure stations away from the main area if possible.

Tips for Healthcare Staff

Healthcare professionals must be trained.These will help improve patient interactions, communication, and even the overall experience.

• Stay Current: Update skills and learn about healthcare changes.
• Training: Encourage staff training on communicating and conflict resolution.
• Teamwork: Foster a collaborative environment between staff.
• Self-Care: Practice mindfulness and strategies for dealing with stress.

Measuring and Improving Patient Satisfaction

Regularly evaluate patient satisfaction, implementing strategies for improvement. Here’s how:

Patient Feedback mechanisms

Employ several methods to collect insights from patients, including:

• Surveys: Use post-appointment questionnaires to gather instant feedback.
• Focus Groups: Hold discussions with small groups of patients to understand their experiences deeply.
• Comment Cards: Make paper cards that you easily provide.
• Online Reviews: Monitor and respond to online reviews on sites like Google.

Implementing Actionable Improvements

Use your feedback to improve patient experiences. Examples:

• Enhance Communication: Improve the way staff communicates.
• Streamline Workflows: Make the time patients spend waiting shorter.
• Improve Amenities: Make sure the environment is comfortable and clean.

Benefits of Proactive Patient Management

Implementing the above strategies helps:

• Improved Patient Outcomes: Happier patients tend do better.
• Increased Patient Satisfaction: They are more likely to have good overall experiences.
• Reduced Complaints: Improved communication leads to fewer complaints.
• Enhanced Staff Morale: Creates a much better work environment.