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10/07/2020 Keith L. Gurnick, DPM
Dealing with Patients Who are Rude to Staff (Tim Shea, DPM)
About 15 years ago, I had an issue with an adult female patient, a tough and very wealthy widow and locally well-known philanthropist who dropped in to my office one day without an appointment, requesting to be seen for a non- urgent visit. When we refused her request, she then demanded her medical records and prior foot x-rays on the spot. I am sure some of the readers have encountered this same or similar challenging situation once or twice in their careers.
When she was told that our policy was that we needed a couple of days’ notice to make copies or her chart and physical copies of her x-rays, and that we were not able to stop whatever we were doing to comply with her non-urgent requests, she made quite a scene in front of other patients and stormed out of the office, opening the reception room door so violently that it slammed into a waiting room chair and almost injured the patient who was sitting in the chair at that time. A couple days later, we sent her records and a 30-day termination letter dismissing her my practice. I never saw her again.
About 8 years later, her primary care doctor referred her back to my office, and she was given an appointment (our error). I do not know what her foot issue was. When, my office manager became aware of this and it was brought to my attention, I said I would see her. But my office manager who had to deal with her in the past told me that if I let that patient back into my practice, she would quit working for me. I phoned the referring doctor, told him I could not see his patient and explained all the reasons why. We also phoned and cancelled the patient, who again became quite irate, mostly because she had no recollection of ever seeing me before, nor the tantrum she threw in my office.
To this date, I still have the same office manager and that same doctor is still one of my best referring doctors. Rude patients should be dealt with appropriately. Discharged patients are like toothpaste and the tube. Once they are out, they do not get back in.
Keith L. Gurnick, DPM, Los Angeles, CA
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