How to Respond When Patients Push Back on Your Plan
How to Respond When Patients Push Back on Your Plan
If you’re an allied health clinician, chances are you’ve heard “No” more times than you’d like.
“No, I don’t think I need that many sessions.”
“No, not right now.”
“No, that’s a bit expensive.”
Whether it’s about treatment plans, pricing, booking follow-ups, or introducing a new service—objections can hurt at best and have you feeling frustrated at worst. And maybe, like most clinicians, you take it personally. You feel like you've done something wrong. You start to back off.
But here’s the truth you may not have been told:
“No” doesn’t mean the end. It means the conversation is just beginning.
Free Resource: Want a simple guide to help you stay calm, confident, and in control during tough conversations?
👉 Download Being Comfortable With No
– a free PDF packed with scripts and mindset shifts you can use right away.
Why “No” Feels So Personal
Let’s be honest—hearing “No” doesn’t just affect your schedule. It can hit deeper.
Externally, it might feel like resistance.
Internally, it can feel like self-doubt:
Did I push too hard? Did I say the wrong thing? Am I not good at this?
And philosophically, it can shake the very reason you got into this profession: to help people. So when a client rejects your recommendation, it can feel like they’re rejecting your care.
But here’s something powerful to remember:
“No” isn’t rejection. It’s protection.
It’s not the end of trust. It’s the beginning of it.
You’re not here to chase conversions. You’re here to create change. But that only happens when clients follow through—and sometimes, that means learning to hold steady when they push back.
What’s Really Happening When a Client Says “No”
When someone says “Yes” too quickly, it can feel rushed—like they’re just going along to avoid conflict. You might even feel unsure whether they’re truly committed.
I can attest to this from personal experience. My partner has come home from seeing a physiotherapist who wanted her to do daily yoga stretches for one hour.
She agreed because she didn’t want an argument but had no intention of doing the recommended stretches.
To make matters worse he missed the mismatch between the verbal ‘yes’ and the non-verbal ‘no way’. I smiled inside!
But “No”?
“No” is honest. It’s real.
It’s someone saying, “I don’t feel safe enough to say yes—yet.”
And that’s where your opportunity lies.
Instead of retreating, lean in.
This is where trust is built. This is where leadership happens. This is where you go from being a service provider to a true support to your patient.
You’re the Guide—Here’s the Plan
You don’t need to convince.
You don’t need to pressure.
You just need a plan—a calm, confident way to navigate the conversation.
Here’s how you can turn “No” into something meaningful:
1. Pause and Breathe
The first thing to do? Don’t react.
Take a breath. Slow things down. Give both of you space to stay grounded.
2. Label Their Emotions
Name what they might be feeling, gently and respectfully.
“It sounds like you’re feeling unsure about this.”
“It seems like you might be worried about the cost.”
“It looks like this recommendation caught you off guard.”
When you label their emotions, they feel seen—and safer to open up.
3. Listen Without Defence
Now, let them talk. Fully. Without interruption or explanation.
Often, what they say first is just the surface.
They might mention cost, time, or scheduling—but there could be something deeper. A past experience. A fear of commitment. A misunderstanding.
You don’t need to fix it right away. Just let them say what they need to say.
4. Use Reflections to Show You Understand
Reflect back what you’re hearing.
“So you’re feeling hesitant about locking into a plan.”
“You’re wondering if this will really make a difference.”
These reflections don’t have to be perfect—they just need to show that you’re trying to understand, not persuade. That’s where connection happens.
5. Ask Thoughtful Questions
Once trust has been built, ask questions that invite more insight.
“What’s holding you back?”
“What would make this feel like a better fit for you?”
“What other concerns do you have?”
Here’s the key: the first objection is rarely the only objection.
What they say at first might be the easy answer—but it’s not always the real one.
Your job is to understand the full story before suggesting any solution.
6. Reaffirm Your Role
Finally, come back to your clinical judgement and care. The answer you give here will depend on the conversation that’s gone on beforehand.
“I’m recommending this because I believe it’s the best path forward for your recovery, based on the goals you want to achieve.”
Reassure them: You’re not selling. You’re serving. You’re in their corner.
A Real-World Example
Take Sarah, a physio with 8 years of experience.
When she recommended a 6-week rehab plan, her client replied, “I think I’ll just see how I go.”
In the past, Sarah would’ve smiled, nodded, and let it slide. But this time, she paused. She labelled the hesitation, listened to the response, reflected her understanding of what the patient had said and asked, “What other concerns do you have?”
The client opened up. They talked about past treatments that hadn’t worked, money stress, and fear of wasting time. And in the end? They negotiated a plan that the client felt comfortable with—because they felt heard.
That’s what happens when you lean into “No” instead of backing away from it.
What Happens If You Keep Avoiding “No”?
If you back away every time you hear an objection, here’s what you risk:
Empty appointment slots
Incomplete treatment plans
Clients dropping off too soon
Constantly second-guessing your communication
And most painful of all—clients who don’t get the results they came to you for.
But it doesn’t have to be this way.
Now, Imagine This
You hear “No,” and instead of shutting down, you lean in.
You stay curious, calm, and connected.
The client feels heard. Understood. Supported.
And slowly, they move from hesitation to confidence.
Not because you “sold” them.
But because you led them.
That’s the power of learning to handle objections well. It transforms not only your outcomes—but your client relationships.
And Sometimes… “No” Is the Right Answer
Let’s also be honest: not every “No” is meant to be overcome.
Sometimes, “No” is a clear and healthy boundary.
And that’s okay too.
Your role isn’t to chase a yes at all costs—it’s to create clarity, build trust, and let people make informed decisions they feel good about.
That’s what ethical, values-based practice looks like.
You Don’t Have to Navigate This Alone
Whether you’re struggling with objections, unclear messaging, inconsistent bookings, or feeling awkward about discussing treatment plans—communication is at the heart of it all.
The good news? It’s a skill. And it can be strengthened.
That’s why I offer two coaching options designed specifically for allied health professionals who want to grow in confidence, clarity, and connection:
1:1 Coaching – 6 Sessions Over 12 Weeks
Tailored support to help you identify your communication blind spots, improve the way you speak with clients, and build a more confident, sustainable approach to your practice.
Group Coaching Intensive – Starts 2nd June
A focused, high-impact 4-week programme with a small group of clinicians. You’ll practise real conversations, get practical feedback, and grow together in a safe, supportive space.
No scripts. No sales tricks. Just real, values-aligned communication that helps you help more people.
👉 Free Download: Being Comfortable With No
Want to feel more confident when a client pushes back?
This free PDF guide gives you:
The real meaning behind “No” (it’s not what you think)
Practical ways to respond without feeling awkward or pushy
Simple mindset shifts that keep you grounded in tough conversations
Clinician-focused insights you can apply right away
Whether you're handling pricing objections, treatment doubts, or follow-up hesitations—this guide will help you stay calm, connected, and in control.
👉 Click here to download Being Comfortable With No
and start turning tricky moments into meaningful conversations.
Let “No” Be the Start of Something Better
You don’t have to fear objections.
You don’t have to back away when people hesitate.
And you definitely don’t have to struggle through this part of practice on your own.
You became a clinician to help people.
Learning how to guide them through “No” might be the key to helping them more than ever before.
So next time a client says “No,” how will you respond?
Download your free copy of Being Comfortable With No
👉 Click here to download Being Comfortable With No
Get it now and start changing the way you handle objections—one conversation at a time.
Or if you're ready to go deeper,
Make “No” your most powerful moment.
