How would you deal with an abusive patient?
In each issue, Acuity poses a topical question to a panel of members.
Richard Edwards MCOptom
Clinical Consultant to Optical Consumer Complaints Service (OCCS)
The OCCS AERO model is my touchstone.
- Apologise: an authentic apology is the first step in rebuilding trust as a foundation upon which we can build a resolution.
- Explain: be honest and candid and, if appropriate, outline the steps you have taken to prevent recurrence.
- Reassure: whether that is about steps we have taken to prevent recurrence or that the situation will bring no lasting harm or damage, we must do this in a caring empathetic and jargon-free way.
- Own it: take personal accountability for resolving the issue – this is a great way to de-escalate an emotional situation.