MICA: Don’t Let The Patient Leave In a Huff: How to Handle Patient Complaints

What should I do if a patient becomes upset about a bill? Can I ask my patients if they are vaccinated against COVID-19? How do I handle patients who refuse to wear a mask in our office despite our policy?

These are some of the questions that we receive at the Mutual Insurance Company of Arizona (MICA). As medical practices return to the routine of seeing patients in the office, physicians and their staff often face situations where patients become upset and even angry. In response the risk management team at MICA developed this reference guide to answer the common question: how can my practice turn patient concerns into patient satisfaction?

Don’t let the patient leave in a huff: How to handle patient complaints

Mutual Insurance Company of Arizona (MICA) is a Friends of the Society member.