List the steps in dealing with challenging patients
What will be an ideal response?
Speak in a calm and even-toned voice. Make gentle eye contact. Direct the patient toward a solution. Ask questions, for example, "How may I help make this better for you?" Use reassuring statements that do not assume blame such as "I understand you are angry. Let's see what we can work out." If necessary, get assistance from an office manager or physician. Document the encounter with the patient including specific information. Do not document personal opinions.
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a. True b. False Indicate whether the statement is true or false