In my last entry, I shared with you my husband’s experience with our family doctor and her failure to grasp the concept of good patient relations. I have epilogue to that story: The doctor fired my husband as a patient!
A few days after his conversation with the doctor, he received a certified letter in the mail from her office informing him he would no longer be welcome as a patient in her office.
It’s important for doctors and patients to have a good rapport and respect for one another. Rapport, respect, and trust result in patient compliance and satisfaction. So, if these things are missing, the patient-doctor relationship shouldn’t exist.
However, I also feel that a patient-doctor relationship is somewhat like a marriage: Sometimes the two of you disagree. The important thing is to have good, open, and honest communication. That was the point my husband was trying to make to the doctor when he complained about getting a run-around from her staff concerning a medication that was supposedly on back order.
I fully understand why a doctor would fire a patient for noncompliance in a medical situation. I can understand why a doctor would fire a patient who consistently missed appointments or was late or didn’t pay his bills. But firing a patient for expecting good customer service? Somehow I think that was a drastic move.
What are your thoughts? Have you fired patients for pointing out a problem in your office? When would you fire a patient? I’m curious. I hope you’ll let us know.
January 16th, 2008 at 4:32 pm
Hi Linda:
We have “fired” patients before but not until we have tried to work it out first. They usually will not comply with our treatment parameters and become a big pain in the butt to deal with. They complain about their therapy, adjustments, try to play one doctor against the other. But this happens over time not just from one or two or even three visits. Our clinic gives great customer service based on our patient surveys. I am a stickler for good patient service. The patients we fire usually want to come back after trying someone else.
Good question.
April dodd D.C
jaxsonville
January 23rd, 2008 at 1:28 pm
A great post and question. I rarely ‘fire’ a patient. I often find myself explaining that compliance in treatment schedule or with self-care recommendations are essential to good treatment results and failure to comply may result in less than desirable treatment outcomes. However, I respect that each patient has their own health care goals.
I have seen other chiropractor’s offices where they put a great emphasis on the environment of the office, which is a direct result of the attitude and beliefs of the patients. Failure to fall in line will result in dismissal. I don’t practice with or support this model of care, but perhaps this is what your husband encountered.
January 24th, 2008 at 10:23 am
Sure, I have fired patients before! And if you haven’t, you should! Unless of course you have the perfect practice and patients. Why is it that 5% of your patient base utilize 90% of your time? If you want an efficient, smooth running practice. Try firing your “problem” patients who do nothing but detract from your practice. Your staff, your mental attitude, and the profitability of your practice will all benefit!