By Larry M. Guzzardo, author of, "Powerful Practice" and "Getting Things Done"
Have you ever finished talking with a patient and wished you could take back everything you said, replacing the words with something that sounded better? Why do we get tongue-tied when patients ask questions we know how to answer but are unable to respond clearly? Ask yourself; “How prepared am I to answer questions whenever they are asked, no matter who asks them or where they are asked?”
You see, no one can promise that patients will only ask questions at the proper time, exactly when you are ready, and in a place that is appropriate to talk. Consider the individual who calls your cell phone not knowing you are attending a business meeting and not able to talk, even though you answer the call. It’s really no different for a patient. For all they know, anytime they have a question, the time and place is perfect. Isn’t it? Well, not always, and there is a way to tell someone.
There is nothing like an interruption to impair concentration and destroy productivity. Instead, when a question unexpectedly pops up, seize the opportunity to shine. Here are some points to consider: