Listen to unsatisfied patients. If you have an unhappy or angry patient the best thing to do is just listen. Let the patient talk without interrupting and do not try to defend, justify, or explain away how they feel. This only makes people more upset and angrier. Listening is one of the best antidotes to an unhappy or angry patient and often allows them to vent, work through their annoyance, and calm down. Then you can focus on possible solutions that will allow the patient to feel that the practice cares and is willing to try to satisfy them if at all possible.