How to Manage Angry Patients

• 7 steps to managing angry patients, Staff members are central to this proven technique, Modern Medicine Network, Medical Economics, April 25, 2012
• Approaches to Negotiate With Disgruntled Patients, Families, Medscape, Medscape News > Medscape Medical News > Conference News > HM 2019, by Marcia Frellick, April 01, 2019
• Doctor-Patient Communication -- The Universal Upset Patient Protocol, The Happy MD
• Handling Angry Patients, Physicians Practice, Billing Compliance, Difficult Patients, Operations February 01, 2010
• Handling the Angry Patient, HPSO
• How do you effectively care for angry, impatient, or flaky patients… and when is it time to part ways?, Patient Pop, May 31, 2016,
• How to Handle Difficult Patients, Ausmed, October 6, 2016
• How to Handle Patient Confrontations, 2017
• How to Handle Patient Confrontations, Texas Medical Association
• Receptionists Dealing with Unhappy Patients/Customers, Beyond the Reception Desk, Feb. 27, 2013
• Training Medical Practice Staff to Deal with Angry Patients, Physicians Practice Blog, Difficult Patients, Medical Billing & Collections, Patient Relations, Staff, Training, June 28, 2014

Articles

• 3 Types of Angry Customers (and how to handle them), Sharpen, October 18, 2016
• 4 Brilliant Tips for Dealing with Angry Customers, The Muse
• 7 Steps for Dealing with Angry Customers, Forbes, Aug. 2, 2013
• Dealing with Unhappy Customers, Turning a Challenge into an Opportunity, MindTools
• How to Deal with Angry Customers--4 Psychology Backed Tips, Userlike, May 5, 2016
• Managing Difficult Encounters: Understanding Physician, Patient, and Situational  Factors,  Am Fam Physician. 2013 Mar 15;87(6):419-425.

Opinion

• A doctor's dilemma: How to treat angry patients, The Chicago Tribune, January 4, 2016

Free Books

• The "Difficult" Medical Patient. Clinical Methods: The History, Physical, and Laboratory Examinations. 3rd edition. Boston: Butterworths; 1990. Chapter 228. 

A Case Study

• Evaluation and Treatment of the Angry Patient. The Primary Care Companion for CNS Disorders, 18(3) 2016, 10.4088/PCC.16f01951. http://doi.org/10.4088/PCC.16f01951

• Doctor Patient Communication: THe Universal Upset Patient Protocol in Healthcare Communications

• Handling Crying Patients for Primary Care Doctors

• How to Handle an Angry Patient

• Receptionist Training: How To Handle An Angry Customer