At Cambridge we recommend that all dental practice staff must, at all times, remain level headed, polite and positive in all patient dealings, whether the patient is right or wrong. Such a policy should be part of any comprehensive dental manual.
If the patient is wrong, you can correct him/her and work it out in a polite, professional way. It is not necessary to be rude, uncaring, angry, etc. That approach only upsets the patient and makes it more difficult to get any situation resolved. In addition, not only does it reflect poorly on your own professionalism but on our dental... Continue reading