title: The most common patient complaints that the front office receives and how to manage them.
abstract: Every practice has issues with patients, and one of the most common contact points is between the patient and the receptionist. This contact point requires a receptionist capable of managing the patient and turning a negative into a positive. It also requires tact and diplomacy so that the patient is not embarrassed or placed on the defensive. This article will present 10 of the most common complaints that the receptionist is likely to receive and how to effectively manage and diffuse each of the issues.
authors.affiliation: SOS Healthcare Management Solutions, SLLC, 3866 Monterey Place NE, Renton, WA 98056, USA. lynn@soshms.com
authors.forename: Lynn
authors.initials: L
authors.lastname: Homisak
authors.forename: Neil
authors.initials: N
authors.lastname: Baum
mesh_terms: D006801:Humans; D008496:Medical Receptionists; D017060:Patient Satisfaction; D011216:Practice Management, Medical / Q000458:organization & administration*; D011369:Professional-Patient Relations