Negotiating With The Angry Patient

Chris Ellis

doi:10.4102/safp.v59i6.4743

Abstract

For several years, I was the managing partner of a large general practice clinic. It is an interesting position to occupy in this 21st century of zero tolerance. Expectations are high and delivery is often slow. There is a general increase of complaints against doctors and services and the phenomenon of the angry dissatisfied patient has arisen in the last few decades, so I found myself working as the designated complaints department.

Highlights

For several years, I was the managing partner of a large general practice clinic
It is an interesting position to occupy in this 21st century of zero tolerance
There is a general increase of complaints against doctors and services and the phenomenon of the angry dissatisfied patient has arisen in the last few decades, so I found myself working as the designated complaints department

Summary

Introduction

I was the managing partner of a large general practice clinic. It is an interesting position to occupy in this 21st century of zero tolerance. There is a general increase of complaints against doctors and services and the phenomenon of the angry dissatisfied patient has arisen in the last few decades, so I found myself working as the designated complaints department. This has been the downside of the human rights movements and patients’ charters, which have raised the often unrealistic expectations of clients worldwide when they encounter failing health services.

Results

Conclusion