Angry patient / strong emotions

Question 1

What is the procedure for dealing with the emotion?

Answer 1

• Acknowledgement
• “you’re looking very anxious”
• Name the reasons back
• its understandable in your situation. You’ve been through a lot you’re worried about your relative and you’ve been told you can’t see them and kept waiting for 2 hours.
• Then ask: is there anything else thats making you angry?

Question 2

What are tips on dealing with emotion?

Answer 2

Never say “i understand” to an angry patient

counter their anger with soft, slow, speech

ensure you are at their eye level

don’t interrupt an outburst

dont take offence personally

with an upset patient - silence and long pauses are key

Question 3

How do you respond to cues / questions?

Answer 3

Cues are verbal or non verbal negative feelings - the tip of the iceberg

when dealing with a cue:

• bounce it back - you must show you’ve heard it
• empathise
• explore it: try to find the conent of the cue “would it be ok if i asked more about that?”
• Only reply or try to solve the problem if you have to - most of the time DON’T. e.g. repeat back, whats going through your mind when you say that phrase? PAUSE AND WAIT im really sorry about that. I cant imagine what its like to feel like that. MASSIVE PAUSE AND WAIT

Question 4

What are overall can we do to help an angry patient?

https://geekymedics.com/dealing-angry-patients-relatives/

Answer 4

• First, identify that the person we are talking to is angry [works for any wmotion as once you know then an according response - empathy, reassurance or apology can be given depending on patient emotion and what events occured]
• adjust style of communication to try and defuse their anger or prevent it increasing [voice-calm, body lang - professional yet relaxed]
• try to reflect to patient what they are presenting so they can either correcct you or confirm the emotion “you seem very upset by this”
• try to understand the anger (is there frustration or fear?) - tell me more, why are you feeling this way, is there anything else that happened that is making you angry?
• LISTEN - non verbal, give plenty of space to speak, avoid interrupting patient
• Respond to anger - empathy “given everything youve told me its understandable you feel that way” “it sounds like you have a lot going on at the moment and its natural you’re feeling angry”
• If patient is legitimately angry as a result of medical error - APOLOGISE - im so sorry this mistake has occured and caused you/your relative harm”
• maybe ~thank patient for sharing feelings so we can work together
• encourage qs/solutions - what can i do to help you - attempt suggestions, try to rectify, reassure the steps taken so it wont happen again
• when closing interview suggest a plan going forward so they dont feel abandoned e.g. meetings with nurse speicalise, pass on error to senior, follow up appointment to address their concerns, say they can note down any Q’s in the meantime