FACING CRITICISM AS DR

Do’s and Don’ts of facing criticism This checklist will help you take advantage of opportunities and avoid pitfalls when facing patient criticism. Do’s ■ Listen carefully to a patient’s questions. ■ Return a patient’s phone calls. ■ Establish expectations for you and the patient. ■ Time invested in discussion is worth its weight in gold! Don’ts ■ Don’t be defensive. ■ Don’t blame the patient or family. ■ Don’t lose your temper. ■ Don’t refuse to discuss the problem. ■ Don’t be condescending. Education and experience don’t give you the right to be arrogant, insulting, or accusatory. ■ Don’t walk away or cut the discussion short due to your time constraints.