the angry patient

Question 1

intro

Answer 1

WIPER

establish reason for consult

Question 2

after intro

Answer 2

reason for consult is already established

• ask about background leading up to dissatisfaction
• acknowledge their anger and validate it. let them vent.
• explore any other reason behind their anger e.g.frustration fear or guilt.
• establish why what has happened has happened. e.g. patient confidentiality and we can’t breach that as it would undermine the patient doctor relationship. explore what the person already knows.
• offer to set up meeting with pt and relative to discuss the situ if the PT agrees.
• offer help, counselling, react to any questions or things they want to cover, don’t forget the principles and negotiate a way to move forward then close.

Question 3

general thing to remember throughout

Answer 3

body language
eye contact
dont blame anyone
let the pt have time to vent
respond to any questions or concerns. 
demonstrate empathy 
remain calm and professional throughout.

Question 4

key things to do if you do make a mistake in clinical practice

Answer 4

Medical errors - Be open and honest with patients:

1. Apologise and explain what has happened
2. Short term and Long term effects
3. Clinical incident report form
4. Notify senior clinician
5. PALS
6. Trusts complaints manager