Substance and opioid use disorder treatment providers are no strangers to the complexities of patient care. Your patients, at times, may exhibit symptoms of their illness- whether it be frustration, agitation, or impulsivity. These behavioral displays are not personal attacks but rather manifestations of the struggle many face while on the road to recovery. It’s essential to remember that while compassion is at the core of treatment, it’s also okay to protect yourself, your other patients, and your practice from disruptive behaviors.
In a recent consultation, we worked closely with a physician who is streamlining their practice and renovating policies to provide clearer guidance to staff and patients alike. During this transition, we encountered minor disruptions as we implemented necessary systems and training. One of our newer trainings, “Boundaries That Heal: Creating Safe Spaces in Treatment,” was particularly well-received.
While onsite recently, we witnessed firsthand a patient in distress, likely anticipating withdrawal. They were anxious and demanding to see the physician, who was running behind schedule with two patients still ahead. Recognizing the situation’s potential to escalate, we offered to speak with the receptionist, a veteran of over 10 years at the practice. Receptionists play a vital role in maintaining calm and providing a welcoming atmosphere, yet they often receive the least amount of training for these critical moments.
Here’s what we shared with the receptionist:
We stepped into a nearby exam room, and advised them to take the patient to an empty room and offer simple comforts like water or a snack. It’s also key to reassure the patient by recognizing their dedication to recovery. We encouraged the receptionist to highlight that, despite the challenging circumstances, the patient had attended most of their appointments. Then, we suggested that the nurse assess if the patient had been prescribed the appropriate dose of medication while they waited. We briefed the Dr. and discussed intervention techniques.
Once the physician was able to see the patient and addressed the medical concerns, we suggested a candid discussion about expectations on both sides. This reset helped align everyone on a clear path forward.
Here’s the takeaway: patients notice the structure and systems of your practice from their very first interaction- often a phone call. It’s critical that the first point of contact, your receptionist, is empowered to manage situations like this with brief interventions and compassion.
Remember, you are well within your right as a clinician to impose clear boundaries. For example, a statement like this can make all the difference:
“No one here knows whether you’re seeking treatment for a cold, a rash, or opioid use disorder. They only know what you show them through your behavior. If inappropriate behavior continues, i’ll have no choice but to place some restrictions on your program until you’re healthier or refer you to a treatment center better equipped to handle your needs. Are we clear on that?”
This clear communication establishes expectations for both the patient and the practice. Boundaries don’t diminish compassion; they support it by ensuring a safe, structured environment for healing.
As we move forward, our training protocol is in place for staff, supported by new policies that promote safety and care. We expect great things from this office, and the team feels empowered to manage crises without compromising their safety or the integrity of the treatment environment.
If your practice or organization needs similar training, we’re available to provide comprehensive staff training on handling patient behaviors, establishing boundaries, and creating systems that protect everyone involved. Let’s work together to ensure that your practice thrives while maintaining the dignity and safety of all patients and staff.
Trust us, the right systems can make all the difference.
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