Peripheralia

Negotiating With The Angry Patient

Chris Ellis
South African Family Practice | Vol 59, No 6 : November/December| a4743 | DOI: https://doi.org/10.4102/safp.v59i6.4743 | ©
Submitted: 04 September 2017 | Published: 04 September 2017

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Chris Ellis, Ptivate Practitioner

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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.

Keywords

angry patient, negotiation

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