Dealing with Frequent Fliers: Hannah Belnap-Gunn PA-C
- Katie Wyatt
- Mar 31
- 3 min read
In a recent episode of the Medical Manners podcast, I had the pleasure of speaking with Hannah Belnap-Gunn, PA-C, about an important yet often challenging aspect of healthcare: how to build better connections with our patients who come in frequently—those with complex, recurring issues that aren’t easily solved. These patients, sometimes referred to as ‘frequent fliers,’ can test our patience, but they also present an opportunity for us to grow as compassionate, effective healthcare providers.
Hannah and I had a deep and insightful conversation about strategies to improve these interactions. Here are our five key takeaways from that discussion:
1. It’s Not Our Job to Validate Emotions—It’s Our Job to Care About Them
One of the biggest mindset shifts we can make is to stop judging whether our patients’ emotions are justified. It doesn’t matter if we think their pain, frustration, fear or sadness is ‘valid’—what matters is that they are experiencing those feelings, and it’s our job to acknowledge and help them manage them. Dismissing or minimizing their emotions only creates a bigger disconnect.
2. If Someone is Bugging You, You Don’t Know Enough About Their Story
It’s easy to feel irritated by a patient who frequently returns with the same complaints. However, Hannah shared a simple but powerful truth: when a patient frustrates us, it’s usually because we don’t fully understand their story. Taking a moment to learn more about their history, struggles, and fears can transform our perspective and lead to a more productive, empathetic interaction.
3. Ask Better Questions to Build Better Understanding
Taking a patient’s history is more than just checking boxes. If we want to truly connect, we need to go beyond the surface and ask meaningful questions. How is their condition affecting their daily life? What do they find most difficult about it? What do they believe is causing their symptoms? When patients feel heard, they become more open to working collaboratively toward solutions.
4. Ignoring a Patient is Dehumanizing—Be Honest Instead
Sometimes, patients ask for things we’re not comfortable providing—perhaps a certain medication, a test, or an off-label treatment. In these situations, avoidance isn’t the answer. Ignoring a patient’s request is dehumanizing and breeds frustration. Instead, we should address the issue directly, explain our reasoning, and make it clear that while we may not be able to give them what they want, we are still listening to them.
5. Don’t Take It Personally When a Treatment Doesn’t Work
As healthcare providers, we take pride in helping people feel better. But when a treatment fails or a patient doesn’t improve, it’s easy to feel discouraged or even personally responsible. The truth is, not every treatment works for every patient. Detaching our ego from the outcome allows us to pivot, try a different approach, or refer the patient to someone who may have a fresh perspective.
Final Thoughts
Caring for ‘frequent flier’ patients is a challenge, but it’s also an opportunity. By shifting our mindset, asking better questions, and maintaining open, honest communication, we can turn difficult encounters into meaningful, productive interactions.
If you enjoyed these insights, be sure to listen to my full conversation with Hanna Belnap-Gunn, PA-C, on the Medical Manners podcast. And as always, I’d love to hear your thoughts—how do you handle the challenges of caring for patients who frequently return with ongoing issues? Let’s continue the conversation!
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