Was this disrespect to my office manager?

Question

I have put this in the dental catagory because I work in a dental office and I hope to get answers from some dental professionals. I had a patient today that I recognized as a patient that had recently complained about the dentist. He was unaware that she had complained so I told the office manager that I was going to tell him about this patients complaint. She started being mean and snotty to me, telling me why cant I just keep my mouth shut and stay out of it. I told her that I didnt appriciate her talking to me that way and I walked out. Twenty minutes later the doctor took me to the managers office and told me I owed her an apology for the disrespectful way I talked to her. I said no, I dont owe her one, she was mean and nasty to me and I had every right to defend myself. We ended up straightening the mess out and she actually appologized to me, but I want to know if I had the right to defend myself to her against her nasty treatment, even though she is my superior?

Ok I think the first answerer was confussed. I got into it with my office manager, not a patient.

Answer 1

You had every right to do what you did. Her being your superior does not mean that she can speak to you like that.

Answer 2

The most effective way to stop another from speaking to you in a tone of voice you do not like is to say, "Hold it right there. If you will not exercise control of your temper, I will not hear you."

Give the person direct eye contact, and then be still. However long it takes.

If, for some reason, that person continues to be verbally abusive, leave. And who that person is in relation to you, makes no difference. If you cannot be spoken to without abuse, you do not have to listen.

You can get into deep trouble defending yourself to a supervisor. But refusing to be abused is something else entirely.

And any professional needs to hear complaints. Everyone makes mistakes, and deserves the chance to make things right. And the dentist's business depends on giving good service. Moreover, the dentist is responsible to the patients for the care given by each of his employees.

Sometimes medical or dental procedures' benefits are limited, treatments are painful and incapacitating, and not up to patients' expectations. Only the dentist can explain this to a patient, giving reasons and personal history facts, so the patient can understand.

The dentist needs that chance to educate. [Whether the dentist normally gives patients that much time or not.]

Answer 3

It's all about "ethical behavior". I 've seen the same thing happen to a Medical Asst.
The patient said something sarcastic to her, she came back with something, and the Doctor overheard it all.
The MA was called into his office and was bawled out for talking to a patient that way.
Even though I KNOW how badly you may want to just cuss some people out, because I KNOW how belligerent some patients can be, we are to keep our mouths shut, and say " Yes Ma'am" and No Ma-am", or " Yes Sir " and No Sir".
I can feel your pain !
Yes the patient was being rude and should have kept HER mouth shut to begin with, and take up the problem with the Dentist, and not you.
Yes I agree that you had a right to defend yourself, unfortunately we are both wrong.
I'm sorry you had such a bad day !!!
But there are so many other patients that come in with a good attitude, don't let this one get you down !
Hope you have a better night!

Answer 4

She was inappropriate as a manager.I probably would have done the same thing you did,however,I'll bet she's been there with the good dentist forever,thinks the office will fall apart if she is not there,has personal problems outside the office,and tells him everything the office staff does and even adds a little extra.She sounds like a miserable person and I would only deal with her as little as possible,strictly on a professional level.Just do your job and keep your mouth shut.Personally I would have went straight to the dentist and let him know about the patients complaints,he does have the right to know about complaints because the public is "suit crazy". Supervisors who are abuse their power and mistreat their subordinates are disgusting .But stand back and watch she will "reap what she sows"

Answer 5

I won't comment on the exchange between you and the office manager, but I can comment on your wish to tell the dentist about the patient's comment.

In any interaction with patients, you are acting as the agent of the dentist. If someone calls and asks what to do for a toothache and you tell them to take some aspirin, the dentist can be held responsible for that advice, since you were acting as his agent. If the patient said anything about their experience with the dentist, I feel that it is appropriate for you to advise the dentist. It's up to him to decide what to do with the information at that point.

As I said, I don't know much about the exchange between you and the office manager, but maybe next time, you can just tell the dentist without involving the manager - unless there is a chain of communication in your office that you must follow.