I discharge the patients immediately. Sometimes staff will tell me that the patients were swearing at or getting annoyed that they have had to fill out our check in system (phreesia...which i wish would do something where pts can check in at home or i can set up a computer for them to type in the answers...but alas still nothing)...and if they were annoyed at or rude to the staff, when i go in to see them, before i see them, i make it very clear that that type of behavior isn't tolerated in my practice and that they will respect the staff..if they continue to bitch about the check in forms, i let them know that other practices have 5 pages to fill out by hand if they would prefer that i am sure there are other docs in the area giving care with an all paper system
now, i do always tell the girls if we have older patients to help them as not all older people like new technology. or we offer the paper system and the girls type in info for them.
In short, we don't tolerate rude behavior to my staff or me. we all know a lot of times that pts will be rude to staff and nice to us...so i make it clear to the patients that we don't tolerate behavior like that to anyone.
if i lose a patient, good riddens in my book...in the end those are the f*&% up patients who would sue you anyway for bullsh$t.
Ketan
