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What are the best strategies for avoiding conflicts with patients and their families?

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As a patient advocate, you may encounter situations where you have to deal with disagreements, complaints, or conflicts with patients and their families. These can be stressful and challenging, but they can also be opportunities to improve communication, trust, and collaboration. In this article, we will share some of the best strategies for avoiding conflicts with patients and their families, based on research and evidence-based practice in patient advocacy.

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Yeeymmy G.

Latina Therapist serving the LatinX Community in Northern Nevada

1 Understand their perspective

One of the first steps to avoid conflicts is to understand the perspective of the patient and their family. They may have different expectations, preferences, values, or beliefs than you or the healthcare team. They may also be dealing with fear, anxiety, anger, or grief. Try to empathize with their emotions and needs, and acknowledge their concerns. Ask open-ended questions, listen actively, and avoid making assumptions or judgments.

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Yeeymmy G.

Latina Therapist serving the LatinX Community in Northern Nevada
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Cultural humility is huge when it’s comes to understanding clients perspective. Another one is generational trauma, which requires us to juggle a balance between everyone has potential, but not everyone has the capacity today.

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Ruth Eleonora Ketter

LLS Lebensberatung, Lebenshilfe, Supervision
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Die Angeh?rigen, das Einverst?ndnis des Pat. vorausgesetzt, in ein gemeinsames Gespr?ch einladen. Eine gute M?glichkeit ist, eine Angeh?rigen-Gruppe anzubieten, in der die Angeh?rigen mehr Verst?ndnis für die Erkrankung des Pat. entwickeln k?nnen. Den Patientenvertretern die M?glichkeit der Supervision und Fallbesprechung anbieten, damit sie ihr Verhalten besser reflektieren k?nnen. Wenn es erforderlich ist, den Pat. vor seinen Angeh?rigen schützen, sofern er dies wünscht. Sollte es sich um Verlust?ngste oder Trauer der Angeh?rigen handeln, sollte auch die seelsorgerische Betreuung je nach Religion in Betracht gezogen werden. Auch ein Pat. Tausch unter den Betreuern ist eine M?glichkeit der Konfliktbew?ltigung.

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2 Provide clear and accurate information

Another key strategy is to provide clear and accurate information to the patient and their family. Misinformation, confusion, or uncertainty can lead to misunderstandings, distrust, or frustration. Explain the diagnosis, prognosis, treatment options, risks, benefits, and alternatives in simple and understandable terms. Use visual aids, written materials, or other resources to support your explanations. Check for comprehension, and invite questions and feedback.

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Yeeymmy G.

Latina Therapist serving the LatinX Community in Northern Nevada
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This is especially important when identifying treatment goals. If clients or their parents are setting unrealistic goals for therapy it’s important to develop SMART goals. Sometimes this happens because of a lack of foundational knowledge of human development and psychology. It’s our job to educate and set clients up for success which includes expectations of “therapy” it self we need to clarify the fact that therapy nor the therapist “fix” a client but rather that it is a process in which the progress is directly determined by the efforts of the recipient.

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3 Respect their autonomy and preferences

A third strategy is to respect the autonomy and preferences of the patient and their family. As a patient advocate, you have to balance your role as a facilitator, educator, and supporter with your respect for the patient's right to make their own decisions. Do not impose your own opinions or values, or pressure the patient or their family to accept a certain course of action. Instead, offer guidance, options, and resources, and support their informed consent or refusal.

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4 Collaborate with the healthcare team

A fourth strategy is to collaborate with the healthcare team to avoid conflicts with patients and their families. As a patient advocate, you have to communicate effectively with the doctors, nurses, therapists, and other professionals involved in the patient's care. Share the patient's perspective, concerns, and preferences with them, and advocate for their best interests. Seek their input, feedback, and recommendations, and coordinate your efforts to provide consistent and quality care.

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5 Manage your emotions and stress

A fifth strategy is to manage your emotions and stress when dealing with conflicts with patients and their families. As a patient advocate, you may face situations that are emotionally demanding, challenging, or upsetting. You may also feel frustrated, overwhelmed, or burned out by your work. It is important to recognize your own feelings, and cope with them in healthy ways. Practice self-care, seek support, set boundaries, and use positive coping skills.

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6 Seek resolution and feedback

A sixth strategy is to seek resolution and feedback when dealing with conflicts with patients and their families. As a patient advocate, you have to strive to resolve any disputes or complaints in a respectful and constructive way. Use problem-solving, negotiation, mediation, or arbitration techniques to find a mutually acceptable solution. Apologize for any errors or mistakes, and offer remedies or compensation if appropriate. Ask for feedback from the patient and their family, and learn from the experience.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best strategies for avoiding conflicts with patients and their families?

1

2

3

4

5

6

7

1 Understand their perspective

2 Provide clear and accurate information

3 Respect their autonomy and preferences

4 Collaborate with the healthcare team

5 Manage your emotions and stress

6 Seek resolution and feedback

7 Here’s what else to consider

Patient Advocacy

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What are the best strategies for avoiding conflicts with patients and their families?

1

2

3

4

5

6

7

1 Understand their perspective

2 Provide clear and accurate information

3 Respect their autonomy and preferences

4 Collaborate with the healthcare team

5 Manage your emotions and stress

6 Seek resolution and feedback

7 Here’s what else to consider

Patient Advocacy

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