We have all said this under our breath:

“What a difficult patient!”

You know the patient…

  • You can’t seem to find a time that suits them.
  • They cancel all the time.
  • You are always following them up.
  • They never want to have all their treatment completed.
  • They are in pain and want an appointment immediately.
  • They complain because your fees are too high.
  • They are always late.
  • They are always cranky on the phone and in the surgery.
  • They ask so many questions.

And the list goes on and on and on…

What if you are not meeting the needs of your patient?

I do believe the difficult patient is responding to a particular situation where their needs are not being met.

The patient is not “a difficult patient” they are just responding to a difficult situation?

Being difficult is a behaviour that most of us show when we are:

  • Confused
  • We don’t fully understand what is going on.
  • Faced with a problem
  • Unsure
  • Scare and concerned
  • Upset
  • Frustrated

The next time you answer the phone or you are confronted by a patient who appears to be difficult, start to look at why they are being difficult.

What has caused them to have this behaviour?

I know this can be challenging.

The best way to handle a difficult situation with a patient is to find out why and offer a solution.

Start asking questions to find out more.

Then you can work out a solution or at least a next step to a solution.

Asking the right questions leads to:

  • The patient calming down and starting to trust you.
  • The patient opening up to you.
  • A solution.

The real skill in dealing with a “difficult patient”, is to ask calming questions to find what the problem really is, and then offer suitable solutions.

So really there is no such thing as a difficult patient but rather a patient responding to a difficult situation.

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T H E  D E N T A L  P H O N E  E X C E L L E N C E  O N L I N E  M A S T E R  C L A S S  I S  H E R E!


I LISTENED TO YOU and finally my Master Class is here ONLINE just for YOU!

Your team do not need a day off work to attend this Master Class. YOUR TEAM can complete the Dental Phone Excellence Master Class right there in your practice at their own pace. The BEST part of my Master Class is that you have it FOREVER once you purchase the Master Class.

It’s time to say GOODBYE to New Patients calling your office and NO APPOINTMENT ever being made, people calling your office about the price and never making an appointment and your patients continually calling to cancel their appointment!

There are 7 Learning Modules in this Master Class

•         Module 1: How to Effectively Communicate with Your Patients

•         Module 2: The 8 Steps to the New Patient Call

•         Module 3: How to Answer the Questions Callers Ask

•         Module 4: Correct and Easy Appointment Scheduling

•         Module 5: How to Prevent and Handle Cancellations

•         Module 6: How to Follow Up Your Patients

•         Module 7: Giving the Very Best Patient Experience


There are a total of 42 Learning Videos and my Checklists, Templates, Scripts and Flowcharts to help support your team’s learning.

This program has been designed to teach dental teams how to communicate more effectively with their patients and get better results.

This Master Class is easy to understand, easy to work through and you can go through the program at your own pace.

This is the Master Class that guarantees your success when you start using the strategies and skills we go through together.

To secure you LIFETIME access to my Master Class click the link below. It is that fast and easy to get!


I look forward to seeing you all get the RESULTS you deserve and MORE!


Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.


Click this link to find out how to get started. It’s that easy! http://www.calltrackingexcellence.com

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