What to Do When Parents Aren’t Happy with Their BCBA

Heyyy BCBA Ruby here!

As BCBAs, we work with families to create the best possible environment for their children to thrive. But what happens when a parent isn’t happy with the services we’re providing? It's one of the hardest situations we can face, and it can stir up a lot of emotions. But trust me, it’s not the end of the world. With the right approach, you can navigate this challenge with professionalism, empathy, and the goal of finding a solution that works for everyone.

Here’s what I’ve learned about handling situations where parents aren’t happy with their BCBA services—and what you can do to turn things around.

1. Listen to Their Concerns

The very first thing you need to do is listen. Really listen. Parents may be feeling frustrated, overwhelmed, or even helpless, and they need to feel heard. If you approach the conversation with the mindset of truly understanding their concerns, you’re already halfway toward resolving the issue.

Ask open-ended questions and give them the space to express what’s on their mind. Some parents may need to vent, and that’s okay. Even if you don’t agree with everything they say, acknowledge their feelings and make sure they know you’re there to support them.

Example:
"I can hear that you're feeling concerned about your child's progress, and I totally understand how important this is to you. Let’s talk about what’s been going on so we can work together on a solution."

2. Reflect and Validate Their Experience

Parents’ concerns are often based on their child’s needs, which may not always align with what we expect in therapy. This mismatch can lead to frustration on both sides. Sometimes, parents might not fully understand the process, and other times, they may feel that progress isn’t happening fast enough.

As a BCBA, part of our role is to help clarify the process and validate their experience. Maybe the interventions aren’t as effective as expected, or maybe there’s a gap in communication. Whatever the issue is, acknowledging their concerns and showing empathy will go a long way.

Example:
"I can understand why you’d feel that way. It can be frustrating when we don’t see the progress we hoped for, especially when you’re working so hard at home. Let’s dive into this and see where we can make improvements."

3. Review the Plan Together

Take the time to go over the treatment plan with the parents. Sometimes, dissatisfaction arises from a lack of understanding of the goals, methods, or expected outcomes. Reviewing the plan together can help you identify areas where things might not be as clear as they could be.

Be transparent about the goals you’ve set and explain why these goals are in place. Discuss how you’re tracking progress and what adjustments can be made. This is an opportunity to rebuild trust by showing parents that their input matters and that you're committed to making necessary changes.

Example:
"Let’s look at the current plan together and make sure we’re aligned. If there are any areas you feel aren’t working, I’m open to adjusting things to better meet your child’s needs."

4. Provide Clear Communication and Expectations

Communication is key. Parents need to know what’s happening in therapy, what’s working, and what isn’t. Regular updates and clear explanations can help prevent misunderstandings. Make sure to break things down in a way that is easy for parents to understand. It might be helpful to provide regular feedback via meetings, emails, or even through parent training sessions.

Sometimes, parents’ dissatisfaction stems from feeling out of the loop. It’s crucial to keep them informed and let them know that you value their partnership in this journey.

Example:
"I’ll send you a summary of today’s session and an update on progress at the end of each week so you always know where we’re at. I’ll also make sure we keep the lines of communication open for any questions you have along the way."

5. Be Open to Constructive Feedback

Remember that feedback—whether positive or negative—is a tool for growth. If a parent isn’t happy, it could be because they have suggestions on how to improve the therapy. Instead of seeing this as a criticism, take it as an opportunity to learn and grow.

Maybe the parent is concerned about the frequency of sessions, or perhaps they feel that certain strategies aren’t working. Whatever it is, stay open-minded and ready to adjust. Flexibility is essential in our field.

Example:
"Thank you for sharing that with me. I want to make sure we’re doing what’s best for your child, so I’m happy to consider any changes that might help. Let’s brainstorm some solutions together."

6. Stay Professional and Calm

This might be the hardest part—especially if emotions are running high. But it’s important to stay calm and professional. Even if a parent is upset or frustrated, maintain a composed demeanor. If you need a moment to gather your thoughts, it’s okay to take a short break.

Remember: your ability to stay level-headed can de-escalate a situation and set a positive tone for the conversation. Let the parents know that you are there to find a solution, and that you are committed to providing the best possible care for their child.

7. Follow Up and Make Adjustments

Once you’ve addressed their concerns and made adjustments, follow up with the parents. Make sure they feel that their concerns were taken seriously and that you’re actively working on improvements. Sometimes, parents need to see the results of changes over time, so give them space to reflect and continue the conversation as needed.

Example:
"I’ll check in with you next week to see how things are going, and we can make any further adjustments as needed. Thank you for your patience and for sharing your thoughts with me."

Final Thoughts

Dealing with dissatisfied parents is never easy, but it’s an important part of being a BCBA. Listening, validating, and working together to solve the problem can turn an uncomfortable situation into a productive, collaborative experience. The ultimate goal is to ensure that the child is receiving the best possible care, and that means building a strong relationship with the parents, even when things aren’t going perfectly.

At the end of the day, we’re all working toward the same goal: helping the child succeed. So, take a deep breath, approach the situation with compassion, and stay focused on what you can do to make things better. You’ve got this! 💪