Isn’t it helpful to hear real examples of a patient escalating? In this episode, Dr. Kuba and Bethany role-play a real-life scenario that Bethany witnessed in one of her client’s offices. The patient grew increasingly upset at the check-out desk as he insisted that he had only received a “regular cleaning” rather than a periodontal maintenance cleaning. The patient simply seemed miffed at first but then escalated as the receptionist struggled to answer his questions. Finally, the hygienist had to be tagged in to attempt to de-escalate the angry patient. After presenting the role play, Dr. Kuba and Bethany discussed all the things that went wrong and what could have been done differently. 

Previous Episodes Worth Revisiting: 

Insurance MAD World Part One
Insurance MAD World Part Two

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