Sometimes, things go wrong and nothing that you do seems to fix it. These situations can be especially upsetting and may seem impossible to deal with. When dealing with strong emotions, people do not always think rationally and may escalate things to where it seems impossible where to go from there.
Let’s say that you’ve tried all of the resolution steps, but the situation continues to escalate, or the patient raises their voice and does not calm down after this attempt has been made. If this is the case calmly ask the patient if you can have a manager call them later so that they can address their concerns then. If they say yes, get the best number to contact them and let them know that the office manager will get back to them shortly, or by the next business day.