3 answers
Barbara
Student
New York, New York
2
Questions
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How do you handle a difficult patient?
For all healthcare providers, once in a while you deal with patients that complain about agony, the facility and the people that work in facilities. #nurse #health #healthcare
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3 answers
Julayne Thomas
Professor at Ivy Tech Community College
23
Answers
Muncie, Indiana
Updated
Julayne’s Answer
Hi, Serena!
Wow, this is the golden question!
I worked in healthcare for many years before teaching in healthcare and I can tell you that there will always be people, no matter how professional and polite you are, who will complain. While they may be few and far between, just one can upset you because you chose this profession to help people.
What I always did to help me to regain control was to step out, take a deep breath (or five or six), smile and go back to my job. It also helps to talk with members of your team.
Good luck and hang in there!
Wow, this is the golden question!
I worked in healthcare for many years before teaching in healthcare and I can tell you that there will always be people, no matter how professional and polite you are, who will complain. While they may be few and far between, just one can upset you because you chose this profession to help people.
What I always did to help me to regain control was to step out, take a deep breath (or five or six), smile and go back to my job. It also helps to talk with members of your team.
Good luck and hang in there!
Amy Slaughter
Occupational Therapy
3
Answers
Boston, Massachusetts
Updated
Amy’s Answer
This is an issue for anyone who interacts with people on the job! As an Occupational Therapist I always try to remember that the people I see are not at their best. Even if an injury seems small it may be causing a problem in the day to day life of this person. Also, pain can make anyone cranky! I also keep in mind that people can be very intimidated by healthcare settings- they may be scared of me and what I might ask them to do or what I might say about their recovery.
The bottom line- try to be sympathetic even if the issue seems minor (like problems with scheduling). Humor can be very helpful but I usually wait until I know the person a bit to avoid sounding like I'm minimizing the issues.
Depending on the rules of the workplace you can also try taking an interest in the person's life. If you remember to ask about the dog, the birthday party, the issues with the car, it can a long way toward building rapport. You can takes a few notes to help you remeber!
The bottom line- try to be sympathetic even if the issue seems minor (like problems with scheduling). Humor can be very helpful but I usually wait until I know the person a bit to avoid sounding like I'm minimizing the issues.
Depending on the rules of the workplace you can also try taking an interest in the person's life. If you remember to ask about the dog, the birthday party, the issues with the car, it can a long way toward building rapport. You can takes a few notes to help you remeber!
Jenifer P
Occupational Health RN
1
Answer
Roselle, Illinois
Updated
Jenifer’s Answer
Hello there,
That is a great question!
It is normal to experience different type of patients with different personalities in the healthcare setting. Handling difficult patients who probably are experiencing pain, or just going through difficult times in life, can be challenging and frustrating at times. Number one: Always, always be kind. You could start by providing a private and peaceful room where patient can vent and where you can listen empathetically without distraction. You can use (MI) Motivational Interviewing techniques (https://motivationalinterviewing.org/) when speaking with the patient. MI is successfully used to shift behavior patterns. Clearly acknowledge the patient's grievances. Apologize for inconveniences, if any. Clearly explain how the problem/issue will be corrected . Protect yourself, if the conversation gets heated , take a break, leave the room, take a deep breath, and ask for help as soon as possible. Once the issue has been resolved, follow up for feedback.
I hope this helps, and I wish you all the best!
~Jenifer
That is a great question!
It is normal to experience different type of patients with different personalities in the healthcare setting. Handling difficult patients who probably are experiencing pain, or just going through difficult times in life, can be challenging and frustrating at times. Number one: Always, always be kind. You could start by providing a private and peaceful room where patient can vent and where you can listen empathetically without distraction. You can use (MI) Motivational Interviewing techniques (https://motivationalinterviewing.org/) when speaking with the patient. MI is successfully used to shift behavior patterns. Clearly acknowledge the patient's grievances. Apologize for inconveniences, if any. Clearly explain how the problem/issue will be corrected . Protect yourself, if the conversation gets heated , take a break, leave the room, take a deep breath, and ask for help as soon as possible. Once the issue has been resolved, follow up for feedback.
I hope this helps, and I wish you all the best!
~Jenifer