You need to be ready for every situation. Most of the patients are nice and humble, but few are irate, arrogant or angry, and they can accuse you of bad service, doesn’t matter how hard you try. This simply happens, and to be honest, if you do a good job or a bad one matters a little in this case. Someone will accuse you of a bad service anyway.
Never argue with a client
I know that you are tired. I know that you did everything right. I know that the patient is wrong and their accusations inappropriate… But anyway, you should not argue with them.
Clinics and hospitals are not only healthcare institutions, but also business entities. Patients are clients nowadays – without them, the institution would not exist. Therefore it is crucial to maintain the best possible customer relationship with all patients. Patients are your customers. That’s the way you should look at it, at least when thinking about an answer to this interview question.
Apologize, even if there is nothing to apologize for
The best way to deal with accusations is to apologize. Even if there’s nothing to apologize for, you should still say you are sorry, and promise better service in the future. Let’s have a look at good answers.
I would apologize to them, even if I did everything right. What is more, I would thank them for their feedback. Obviously we are just people and everyone can make a mistake. I take every accusation as a lesson, and an opportunity to improve my behavior for the next time.
First of all, I try my best to maintain good relationship with the patients. I try to understand their individuality and approach everyone in a most proper way for them. However, if it happened, if someone accused me of a bad service, I would simply apologize and continue doing my job. I would not be offended or anything like that.
Patient is always right, physician is always right, and the director is always right :). Remember this sentence if you want to make a great career in healthcare.
- How did you deal with situation when you were overwhelmed with work?
- What was your biggest mistake in work?