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What is the key to handling patient complaints successfully?

  • Ignoring their feelings
  • Being defensive
  • Showing empathy (correct)
  • Blaming the patient

    • Why is it important to acknowledge a patient's feelings?

  • To make them feel worse
  • To show them that you don't care
  • To demonstrate that their feelings are valid (correct)
  • To make them feel like their complaints are insignificant

    • What should you do to understand a patient's frustrations?

  • Ignore them
  • Put yourself in the patient's shoes (correct)
  • Dismiss their complaints
  • Blame the patient for their frustrations

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