Even if you have a five-star customer service practice, you'll still have patients who are deemed difficult. The difficult patient often upsets the staff, sends negative reverberations throughout the ...

Coaching dental clients about managing troublesome patients caused me to think about a scene in the movie "A Bronx Tale" that has stuck with me over the years. I often think about this movie scene ...

Forty years ago, I had my most angry professional moment. It happened at a weekly meeting that included all our faculty, staff, and trainees—about 200 people. A young and arrogant, not very bright, ...

Dr. Lamas, a contributing Opinion writer, is a pulmonary and critical care physician at Brigham and Women’s Hospital in Boston. My patient’s wife glared at me from across his bed, where she stood ...

With ever-growing pressures on the NHS, dealing with angry or frustrated patients and their relatives has become increasingly common for those working in healthcare. But what if doctors could practice ...