As a podiatrist, you will come into contact with a range of patients in the course of your working day. Dealing with difficult patients requires patience and skill. The adage, ‘the customer is always right’ is a worthy one to adopt, but strategies are required to negotiate through an encounter with a difficult patient. Effective communication, good record keeping and where appropriate, referral, are some of the skills which can be used.

Podiatrists, like many health professionals, are experiencing increased levels of litigation. These actions can range from smaller claims to large claims involving protracted negotiations and substantial legal resources. 

Expectations of patient care appear to have risen and a claim or complaint can occur at any time despite the podiatrist’s best efforts. Patients do pursue claims or complaints against podiatrists when treatment doesn’t meet with their expectations.

Guild Insurance has found that claims or complaints often involve the issue of orthotics. Communication is critical when dealing with orthotics effectively. The Clinical Guidelines for Orthotic Therapy Provided by Podiatrists published by the Australian Podiatry Council, details the information that should be provided to patients where orthoses are the recommended treatment modality.

When communicating on orthoses it is key that you: