Even if you have a five-star customer service practice, you'll still have patients who are deemed difficult. The difficult patient often upsets the staff, sends negative reverberations throughout the ...

As rewarding as being a healthcare provider is, there are also stressful moments, sometimes brought on by the need to deal ...

Close-up of an angry patient pointing his finger at a doctor Physicians can take steps to reduce their risk of being sued by having a low threshold for discharging angry patients from their practice ...

Last week, I visited the American Museum of Natural History in New York with my kids. As I stared at one particular giant dinosaur, I thought to myself, "Hey, that's me!" Indeed, the magnificent ...

Forty years ago, I had my most angry professional moment. It happened at a weekly meeting that included all our faculty, staff, and trainees—about 200 people. A young and arrogant, not very bright, ...

At one time in my career, I thought that referring patients with anger management problems directly into anger management groups was the smartest thing to do. I have since changed my mind. Here’s why: ...

Coaching dental clients about managing troublesome patients caused me to think about a scene in the movie "A Bronx Tale" that has stuck with me over the years. I often think about this movie scene ...