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Questions and Answers
What is the key to handling patient complaints successfully?
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?
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?
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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