Universal Upset Patient Protocol

                          The Universal Upset Patient Protocol

We have all experienced the sting of an emotionally charged client. If you are like I am, a not-so-great outcome from this type of encounter can knock you out of commission for a few days. This is a lose-lose scenario. When dealing with these situations, human physicians have created a model called the ‘Universal Upset Patient Protocol’ 1 (UUPP). Most of us have never been taught how to deal with conflict effectively. The ultimate goal of UUPP is to stay calm, defuse tension, restore trust, and avoid getting sucked into the negative energy vortex swirling around you. The UUPP is effective 85% of the time and can be applied to most conflict situations where the client’s expectations have not been met.

As you are about to enter the exam room and you begin to feel your receptors firing and your pulse quickening, preparing for battle, here are some best practices to help you avoid being hijacked.

Step one:  Prepare to Listen

Do take a few deep breaths, and get grounded. Let the client vent. This should not take more than a few minutes. If they are quiet and look annoyed, say, 'You seem upset; tell me about it.' Just Listen. Be empathetic and try to understand their viewpoint, even if they are only 10% right. The client will feel heard.

Don't interrupt, defend yourself or others, or try to solve their problem now. I know you are itching to do it!

Notice: Has the client made a specific request? Would you be willing to accept what they want? If not, now is the time to mentally create some personal boundaries—you are still listening.

 Step two: Summarize – Your turn!

Create space: Thank the client for sharing their concerns and summarize what they said. Say, ‘Am I getting it right?' If not, the client will clarify and correct any misconceptions. Using their pet’s name will demonstrate your genuine concern.

Next, focus on what you can do. ‘Here is what I can do for you today' is a good opening when you are able to meet the client's needs. Or, ‘I understand why you feel this way. Here is what I can do. What would you like me to do next?'

Step three: Stay in control – you are almost done.

Resolution: By not overreacting or challenging what you are hearing, you have not added fuel to their complaint. You have been respectful, professional, and in control. If they are less aggravated and there is a way forward, then this is a win-win scenario. Congratulations. Thank them for sharing, and tell them their feedback is valuable.

Coach tips:

-Focus on what you can do, not what you cannot do.

-Go the extra mile. With a little effort and follow-up, you may keep the client.

-If you have made an error or there is a misunderstanding, apologize without assigning personal blame. Say, ‘I am sorry this happened.'

-Have a relaxed body posture; don’t cross your arms. Make eye contact with the client while they are speaking.

 -If you cannot fulfill their request, set boundaries and communicate them clearly.

For example, ‘I cannot make that decision for you today and will need to speak to the hospital manager and get back to you tomorrow.’ Ask, 'Is this acceptable for you?'

-Document your conversation once the client has departed.  

-Remember to thank the client for sharing with you. Congratulate yourself for staying calm under pressure.

In Closing

Consider a recent encounter where the UUPP could have helped avoid an unpleasant outcome. What will you do differently next time? Practice on your co-workers or in any situation where there is a conflict or misunderstanding.

Practice makes perfect- your peace of mind is worth it- and remember this.

“People don't care how much you know till they know how much you care”- John Maxwell

Dr. Bill

1– Dr. Dyke Drummond, The Happy MD