Management Of Challenging Patient Interactions

Question 1

What to do for over talkative patietns

Answer 1

• if pt is rambling because nervous, try to make them calm down
• avoid open ended questions
• ask direct, closed-ended questions
• keep up with your patietns
• listen to pts concerns and allow them to express problems

Question 2

What should you not be afraid to do to over talkative patients

Answer 2

Don’t be afraid to interrupt the patient when necessary

Question 3

What should you do for nervous patients

Answer 3

• ID why
• demonstrate caring, compassionate attitude
• let them know you understand what is on their mind
• always explain to patient what you are bout to do
• educate the patient before and after the procedure

Question 4

What to do for angry patient

Answer 4

• try to understand why the patient is mad
• do not ignore their anger thinking it will go away by itself
• inform the patient that you understand their response

Question 5

Angry patient at the staff

Answer 5

• if the anger has been caused by you or one of your staff members, address the problem ASAP
• find out what has happened and if you or your staff are at fault, apologize to the patient and let them know you care and that you understand the situation

Question 6

Seductive patient

Answer 6

• initially try to key
• if the behavior continues, the dr must become mroe direct but without embarrassing the pt
• educate them that a healthy dr patient relationship is required in order to give them a good quality health care
• don’t take advantage of pts seductive behavior
• have tech in room

Question 7

Grief patient

Answer 7

• first try to find out why the patient is complaining
• empathize with them
• if a reasonable complain, after expressing and understanding, try to resolve the issue ASAP
• sometimes looking for approval from a grief patient is an unrealistic expectation
• show understanding and move on
• pt not likely to turn into a en enthusiastic supporter overnight

Question 8

Confused/forgetful patient

Answer 8

• poor case history
• poorly focused on the Qs or unsure
• allow sufficient time to respond
• allow them to maintain dignity and move on to the next part of the exam when appropriate
• encourage them to responds
• assure there are no right or wrong answers
• make sure the examination room is quiet so the pt can concentrate
• ask family
• talk to pt first