couldn't have done a better job in putting together your contract. When you've got a patient that's a disgruntled patient and you're not responsive to them or you're not clear about what you're going to do in the way of a refund. That's exactly what this happened. My advice to doctors is, "Certainly don't be a rug mat, don't let people walk all over you." When I have a patient that asks for a refund, do you know what my first question is? "And how do you spell your last name?" Because if I can make a problem go away for a little bit of money, that's a great day. Doctors, you can be right or you can be happy, but you can't always be both. Choose wisely. Make sure that you are not dying on a hill you don't want to die on because think of the devastation that creates in a practice. The time the effort, the energy, the distraction from taking care of other patients when you're taking care of a potential lawsuit or a malpractice suit all over dollars and cents. It's not worth putting yourself in that situation. That is so well said. We try and educate the doctors on that all the time. One of the things that I try to share with the doctors and I've shared on some of these shows in the and stuff like that too. Is that when you're dealing with a patient upset, especially about fees. A lot of the doctors take it personal. It becomes an emotional issue where you can't have that. It needs to be a business decision whether or not to offer a refund or discount in terms of what they have left on their bill in your office or whatever it is. You should not go into that with emotionality. You need to separate that because the doctors seem to feel like, "Well, the patient is disrespecting me. I've done this for them. I've done that for them." That's all great and good, but just like you said, do you really need to die on the hill. I spent 20 minutes on the telephone with a doctor going through all of that about how disrespectful that patient is. He helped them so much and all of this. I come to find out because I made the lethal mistake on that particular call Ray. I didn't ask on the front end, "How much money are we talking about?" After 20 minutes I find out we're talking about $35. I let them literally waste my time over $35 that I could have been helping someone else all that time. Make it a business decision. There are times I do believe that a refund is inappropriate. I do tell doctors when I think that's the case. By and large as Ray said, Get rid of the problem. It's just easy. If and when you ever have that situation come up. We always recommend that you then take that patient off of all lists. You don't want to forget and recall them in six months, a year or three years from now. Why invite a problem back? You don't want them to be on an email list where you're sending email newsletters or correspondence out to your patients. Don't be put back in front of them just to remind them. I just want to add one other thing ray, if I could. Even though this is your show. If you're called in front of the board or there's an investigation because a patient makes a complaint about your fees or some financial issue in the office.
Dr. Hoffman:
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