Difficult and challenging patients

Difficult and challenging patients

1. The difficult patients are those one who get angry, furious or they don't coperate when we need their help and they can cause a problem to us as medical team or they can get agressive with everyone.

2. TIP 1.

   • Don't get defensive.
     • Be sure to keep your perspective straight and your mind on an appropriate solution to the issue they’re facing.

3. TIP 2

   • Watch your body language
     • Recognize when you are responding in this manner so you can control your words, tone, body language and overall response to get the outcome you desire.

4. TIP 3

   • Let them tell their story and listen quietly
     • Use the patient’s name, speak softly and maintain eye contact.

5. TIP 4

   • Acknowledge the situation
     • Start by saying, “I understand why you are upset” or “I feel our communication has been broken down”. Most importantly, remain calm and take stock of your own emotions.

6. TIP 5

   • Set boundaries
     • It’s okay to end a consultation if a patient is becoming increasingly angry and you don’t think the situation is going to improve – particularly if you feel there is an imminent risk of physical aggression.

7. TIP 6

   • Administer patient satisfaction surveys
     • Making this gives your patients an opportunity to share their concerns. Doing so may prevent them from voicing their complaints with online review sites.

8. TIP 7

   • Be proactive
     • It is important for practices to recognize when a patient is angry, determine the cause of the anger and implement these de-escalation techniques to improve care.

Images and files in the map