difficult patients Flashcards
6 types
- dependent and demanding
- orderly and controlled
- dramatizing or manipulative
- long-suffering or masochistic
- guarded or paranoid patients
- superior
dependent and demanding
initial interaction positive
an increase in attention and care
efforts by physician and staff never enough
patient withdraws and or blames physician for inadequate care
managing demanding patients
overtly set limits on frequency and mode of communication
avoid making promises you cannot keep
emphasize the patients responsibility in their own care
remind patient of time constraints
minimize credit for remission of illness
orderly and controlled patients
very conscientious and knowledgeable about medical care
much detail and thoroughness regarding their approach to their health care
they use information and knowledge as a way to maintain control
they need a sense of control to manage their anxiety
managing orderly patients
systematic: what and why explain topics in detail don't leave loose ends summarize often avoid statements that are vague
dramatic or manipulative patients
penchant for dramatic statements
strong need to be heard and validated
wants to be acknowledged by physician as being in pain as suffering or as special
may comment on physicians person
managing dramatic patients
allow the to tell story
be gentle yet firm
utilize good listening skills
keep comments descriptive rather then judgmental
redirect personal comments back to patient
long suffering or masochistic patient
reject help as they explain their concerns/symptoms
nothing seems to work
much reported self sacrificing
when one area is resolved often times another problem appears
cannot accept hope
managing long suffering
set realistic goals avoid optimistic statements reflect the patients perspective often like the idea of helping the provider by allowing the provider to Tx them good for physicians in training
gaurded, paranoid patients
mistrusting of the health car field in general
tell stories of medical errors
physicians often feel defensive
express frustration and blame medical incompetence when they can’t get what they want
managing gaurded
understand its not about ou be clear and specific clarify your role and limitations acknowledge patients fears restate your understanding of patients belief
superior patients
patients appear smug, self confident sense of entitlement can be intolerant of young docs may try to control physician threaten to leave or sue
managing superior patientsa
acknowledge patients perspective
avoid temptation to argue
recognize limitations of practice of medicine as appropriate
