Some are so outrageous that legends are passed down from rank. For the most part, we try to team up with our patients to come up with the best treatment plans for them. However, it must draw a line so as not to give in to pointless requests.
Say no to unreasonable requests from patients:
Just say no
If you are not going to give in to something a patient asks of you, say so. Don’t let them think you can change your mind. If a patient requests an opioid pain reliever but you don’t think it is the best treatment for him, tell him that you are not going to prescribe it. Don’t tell them you aren’t comfortable prescribing it. They will return and the same scenario will unfold.
Explain why you say no
Refusing a request without explanation is cruel enough. For example, there are doctors who sometimes have patients who ask to send a prescription on behalf of another family member for insurance reasons. Explain that doing this would actually be considered insurance fraud and that we could both get in trouble for doing this.. When most patients understand why, they fully understand it and don’t ask again.
Offer alternatives
In the example above, while a recipe could not be written with someone else’s name. Yes, you can try to find cheaper generic drugs that the patient can use instead. For the patient in pain, rather than simply saying no to a request for certain pain relievers. You can refer to a pain management specialist.
Don’t argue
According to experts, keep in mind that when patients see their doctors, they are often at their worst. We need to be empathetic and allow them a little space to vent. We all know that the healthcare system is not the easiest world to navigate these days. But if the patient becomes too aggressive, we must also know when to say enough, we will not discuss the matter further.
Often times, there are patients who want to discuss their bills. There is no need to participate in these discussions and you can immediately refer them to a biller. Explain why you prefer to focus on their medical needs without financial distractions and that they can resolve the problem with the appropriate personnel.
Be kind
A patient requesting an opioid medication may be in severe pain. They are often made to feel like drug dealers when they seek help for their medical problem. Even if we plan not to prescribe a certain drug, we must be nice about it.
Understand why a patient makes a request.
A patient may come in asking for a brain MRI for a trivial headache. While you believe this test is unreasonable, you may stay awake every night for weeks in fear of having a brain tumor.
When you understand why they are making a request, you can address the underlying reason. In the above example, you can explain why your symptoms do not suggest a tumor and do not need the study. Simply saying no does not serve this patient at all; they are still left with their fear.
Establish policies in advance.
It is much easier to tell a patient that it is their practice policy, for example not to prescribe certain medications. Make sure your staff agree to these policies and that everyone tells the patient the same information.
As physicians, you must remain professional about anything you come across.
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