Difficult Or Aggressive Patients Flashcards
A dentist is carrying out a checkup on a 10 year old boy when he starts violently crying saying he wants to go home
How appropriate is the following
(1) ask the mother to try and calm down the patient before carrying on with the check up
(2) stop with the checkup and try and ease the patient with questions
(1) ask the mother to try and calm down the patient before carrying on with the check up - APPROPRIATE BUT NOT IDEAL - parents should absolutely be involved in calming patients down and emotionally supporting them when needed to in a clinical environment but cases like this are unlikely to be consoled enough for the check up to carry on and so it would be better to reschedule and try again at a later date.
(2) stop the check up and try and ease the patient with questions - VERY APPROPRIATE- trying to console the patient and asking questions, particularly if they indicate why the patient was crying/ is upset is very appropriate always.
A nurse approaches Dr Burns stating that she needs assistance with a patient consultation but as they arrive together the patient is visibly very angry and states the nurse was very rude and dismissive and they have been waiting for a very long time on this patient consultation.
How appropriate is the following
(1) apologise for the nurses rudeness
(2) apologise for the long wait
(1) apologise for the nurses rudeness - VERY INAPPROPRIATE- it takes the side of the patient using information you do not have it would be better to remain objective and establish facts
(2) apologise for the long wait - VERY APPROPRIATE - it’s always appropriate to apologise for the long wait regardless of reason
Carrie is a med student and is on placement at a GP surgery, a patient is shouting at the receptionist and complaining about the services she received that day. The receptionist looks upset.
How important is the following
(1) the possibility that the patient might make a formal complaint
(2) how aggressive the patient is being
(3) is anyone else available to help
(1) the possibility that the patient might make a formal complaint - NOT IMPORTANT AT ALL - the fact she is being aggressive is the primary issue the fact that a complaint could be received is not important at all
(2) how aggressive the patient is being - VERY IMPORTANT - it’s very important to gauge whether she is being physically or verbally abusive to staff, this dictates on how Carrie enters the situation
(3) is anyone else available. - VERY IMPORTANT - the situation is unlikely to be resolved easily and it wouldn’t be wise for Carrie to enter an aggressive situation by herself if she is likely to get hurt or is put at any sort of risk
A busy clinician witnesses a patient being very aggressive towards a receptionist and when she tries to talk he slams his fist down on the desk
How important are the following
(1) the public perception of the hospital
(1) the public perception of the hospital - NOT IMPORTANT AT ALL - as the perception of the hospital has no relevance on dealing with the aggressive patient in the here and now
Levi is a medical student who is observing a doctor who is seeing patients at a clinic in hospital - patients have pre booked slots but due to understaffing the current wait is around 30 minutes, a patient gets up as Levi enters to waiting room to collect a patient and shouts at him for the long wait stating that he demands to be seen next.
How appropriate is the following
(1) try and find if anything can be done about the waiting times
(1) try and find if anything can be done about the waiting times - APPROPRIATE BUT NOT IDEAL - as although it could be potentially appropriate to calm patient aggression, it’s not advisable to rush patients nor doctors
