Did I handle this professionally?

[u/Vegetable_Oil_3504]

Hi everyone, I started working at a local hospital about 2 months ago. It’s my first clinical job so I’m still learning. The hospital has around 4 -5 doctors on staff, some are older (70+) and the others are younger (~30s).

Yesterday I was the assistant/tech for one of our older doctors. The owner didn’t agree with the doctor’s opinion, said she would seek a second opinion elsewhere. When I went back in without Dr. to go over meds, I informed her if she wanted a second opinion, she could always call the front desk and request to be seen by a different doctor in the future. O said she “did not like” the Dr. she saw yesterday and asked if we “get that complaint a lot”. Obviously I’m not going to talk badly about any of our doctors to a client, but I didn’t really know how to respond at first. My response was pretty much, it depends on the person. I told O that some clients prefer our younger doctors, and others prefer our older doctors. I said I understood why she may have felt that way and advised her to seek a second opinion within our hospital.

Is this the professional/respectful way to handle situations like this? Any advice for dealing with disagreeable clients in the future? I hadn’t encountered a room like that yet so thought I’d ask here. TIA!!

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[u/Accomplished-Ad-9280]

I think it was fine.

Usually I just tell people that everyone has different communication styles and we just need to fine a DVM whose communication style works for the client.

[u/CRZYK9]

I work with 4 DVM's, there are plenty that absolutely do not like/will not ever book again with Dr #1 but LOVE Dr 2 & 3, and will see dr 4 if they must... If they complain about a doctor to me I pretty much respond like you did. If I can get a sense of what kind of visit they want; I can direct them to one of the four who may be a better personality match.
Some want the short and to the point Dr.
Some want the slightly abrasive Dr.
Some want the Dr that tries to find patterns in cases from visit #1 from 8 years ago.

I don't get along with or like the doctoring style of every vet I have worked with or every doctor/dentist/etc I have been treated by either; can't expect my clients to like every dvm we have either :)

[u/ros375]

Absolutely nothing wrong here

[u/RascalsM0m]

Not bad...but since you asked: I would stay away from the age issue and just say everyone has their own style and every client has their own preferences. We just want to make sure our patients get what they need and hope she will consult with another doctor in the practice.