When a patient complains about their last naturopath, what's the best way to respond?
Posted in ND Insights Newsletter on Thursday, December 19, 2024
You're sitting there, nodding along as your new patient unloads about their terrible experience with their last naturopath. What do you do? It’s a tricky situation, and how you handle it can make a big difference—for them and for you.
First things first: Resist the urge to over-empathize by saying something like, "Sounds like they messed up" or "I can’t believe they did that." It might feel like you're validating your patient, but comments like that can backfire in a big way.
Why You Should Keep It Professional
Bashing another naturopath isn’t just unprofessional—it could actually cause more harm. Let’s say your patient is already upset. If you add fuel to the fire with comments like, “Good thing you came to me before this got worse,” it might push them to take legal action against their previous provider.
And guess what? If that happens, you might find yourself being dragged into the mess as a witness or, worse, having to explain your remarks in front of a judge. Nobody wants that!
How to Stay Neutral (Without Being Cold)
The best approach? Stay neutral but empathetic. Try saying something like: “It’s common for naturopaths to have different approaches to care," or "My style might be a better fit for you.”
This way, you’re not invalidating their feelings, but you’re also not throwing anyone under the bus.
Sometimes it truly is just a mismatch. Maybe the patient and their last naturopath didn’t gel. It happens! People have different preferences, and sometimes communication styles or treatment philosophies don’t line up.
Digging Deeper (Without Digging a Hole)
It can be helpful to get records from the previous naturopath. Those notes might give you a clearer picture of what went down—and maybe even uncover something useful for their ongoing care. Of course, you’ll need the patient’s permission to request those records.
Heads-up: If they flat-out refuse to let you contact the other provider, it might be a sign there’s more to the story than they’re letting on.
Watch Out for Red Flags
Here’s something to keep in mind: Patients who bad-mouth other providers might have a habit of doing so. Even if they compliment you by saying things like, “You’re so much better than my last naturopath,” take it with a grain of salt. If they’ve done it before, they might do it again—with you in the crosshairs.
And let’s flip the script for a second. If you feel like your approach isn’t right for the patient, it’s okay to refer them to someone else. Just make sure you handle it professionally to avoid any claims of abandonment.
When Complaints Pile Up
If you start hearing the same complaints about a particular naturopath from multiple patients, it might be worth paying attention. Patient safety always comes first, and repeated concerns about substandard care shouldn’t be ignored.
If you’re really worried, you can reach out to your state’s naturopathic association for advice. They can guide you on whether to bring it to the licensing board and how to proceed carefully.
The Bottom Line
When your patient starts venting, remember, you don’t have to take sides. Stay neutral, keep things professional, and focus on how you can help them moving forward. By handling these moments with care, you’ll build trust with your patient and protect your own reputation at the same time.