Upset Patient Protocol

To serve our team Core Values and our patients we want to learn from any situation that caused a patient to leave the office upset. We want the opportunity to correct the situation with the patient and level up our team to avoid having the same issue twice. In order to ensure that we have the opportunity to do this please follow the system below.

This system is followed for any patient that is upset about anything:

1. The team member who encountered an issue with a patient will document the situation in a CommLog note or clinical note, depending on when the issue happened.
2. Send a task to your Office Manger letting them know about the upset patient if they are unavailable to speak to the patient in the moment.
   • If the Office Manager is able to speak to the patient and remedy the situation, that is perfect. The Office Manager will document the conversation had with the patient in the CommLog in Open Dental.
   • If the Office Manager is unable to remedy the situation, in the moment or via phone call after, they will reach out to their Regional Manager for support.
3. Once the Office Manager/Regional Manger has addressed the situation, Amy & Jason need to be kept in the loop when there is an upset patient and how the situation was resolved. This message should be sent via Slack.
   • Additionally, Amy & Jason are always available to help with any upset patient situations. We want out team and our patients to have the best experience possible in all of our offices!
4. If the upset patient is discovered when they leave an online review for the office, we should follow the above steps with the OM reaching out to the patient, escalating as needed to the appropriate person as outline above.
   • Once the situation has been addressed a comment should always be added to the online review so anyone else who sees the review knows that we value the feedback and have spoken to the patient.