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How to fire patients without getting a bad review

When a patient does not pass a drug screen, pain doctors have a tough choice to make.

Be very gentle if you choose to discharge the patient. Any words or gestures short of total compassion can earn you a bad online review.

Dr. Kenneth Candido, Chairman of the Department of Anesthesiology at Advocate Illinois Masonic Medical Center who has 388 reviews, recommends doctors and their staff follow these three rules to avoid upsetting patients during a discharge:

  1. Explain that you do value your relationship with the patient.
  2. You don’t want to have to do this, but our medical license and the government obligates us to follow strict rules about drug screening.
  3. We’re really sorry to do this, but we can no longer serve you as a patient because of these rules.

It is natural to close down emotionally when cutting ties. However, the slightest hint of judgement in your voice or body language can make patients feel rejected. Your staff needs to be equally kind or else patients may still write a bad review.

Here is one tip to train your staff. Like actors in a movie, pretend one staff member is a patient and practice discharging them. Then, you pretend to be the patient and let staff members discharge you.

Review Concierge encourages doctors to customize this approach to their unique style and local laws.

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