When receiving a call from an angry patient, how should you ideally respond?

When receiving a call from an angry patient, remaining calm and assisting them is crucial for several reasons. First, a calm demeanor helps to de-escalate the situation. Angry patients often feel frustrated and unheard, and by maintaining your composure, you can create an environment where they feel safe to express their concerns. This allows you to listen actively to their issues, validating their feelings, which can significantly improve the interaction.

Additionally, assisting the patient can help address their concerns more directly, potentially resolving their issues or at least providing them with clear information about the next steps. This approach not only demonstrates professionalism but also shows that you care about their well-being, which can help rebuild their trust in the healthcare system.

In contrast, transferring the call prematurely may leave the patient feeling even more frustrated, as they might have to repeat themselves. Disconnecting the call is not only unprofessional but can lead to increased anger and dissatisfaction. Taking notes and calling back later could delay resolution of the patient's concerns, which may worsen their feelings of frustration. Therefore, remaining calm and assisting them is the most effective strategy in managing an angry patient's call.