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Last updated on 2024年8月3日

A patient expresses feeling dismissed by staff members. How can you effectively address their concerns?

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When a patient feels dismissed by healthcare staff, it can undermine their confidence in the care they receive and jeopardize their overall health outcomes. It's crucial to address their concerns with empathy and professionalism. By actively listening, validating their feelings, and taking actionable steps to resolve the issue, you can restore the patient's trust and ensure they feel valued and heard within the healthcare system. This is a delicate situation that requires a thoughtful approach to maintain the integrity of patient care and the patient-provider relationship.

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Dr JAGADISH B.

Metabolic Wellbeing Physician I Multi-Disciplinary Expert I Diabetes Remission Specialist I Preventive Cardiologist I…

1 Listen Actively

Active listening is the cornerstone of effective communication, especially when a patient feels dismissed. You need to give them your full attention, make eye contact, and avoid interrupting while they share their concerns. It's important to acknowledge their feelings by nodding and using verbal affirmations. By doing so, you demonstrate respect for their perspective and show that you are genuinely interested in understanding their experience. This can help to de-escalate any tension and form the basis for a productive dialogue about how to address their concerns.

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Dr. Marlène Trusiak, MD (g), PhD Doctor of Public Health, MHA, BHS, RN.

Medical Doctor Graduate/PhD. Global Goodwill Ambassador-USA.*Medicine* Media Freelance. Author. Inventor. Life Coach. Motivational Speaker. Humanitarian. Philanthropist. Entrepreneur. Instagram: @drmarlenetrusiak
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No judgment: Acknowledge their feelings and emotions without judgment. Empathize. Accept their feeling. Don't try to dismiss or change their mind. Offer a solution if possible. Be genuine. Validate them. Label the emotions they're expressing and show that you understand. Engage them in talking it out with open-ended questions.

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2 Validate Feelings

It's essential to validate the patient's feelings to show that you take their concerns seriously. Use empathetic language to convey that you understand why they feel dismissed and reassure them that their feelings are legitimate. Avoid being defensive or dismissive in response, as this can exacerbate the situation. Instead, express regret that they've had a negative experience and reassure them that their well-being is your top priority. Validation is a powerful tool in building trust and can pave the way for resolving the issues at hand.

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3 Explain Processes

Sometimes, patients may feel dismissed due to a lack of understanding of healthcare processes. Take the time to explain procedures, protocols, or reasons behind certain decisions that may have contributed to their feelings of dismissal. By demystifying the inner workings of the healthcare system, you can help patients feel more in control and less alienated. Ensure that explanations are clear, jargon-free, and tailored to the patient's level of understanding. This educational approach can empower patients and foster a sense of partnership in their care.

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4 Provide Solutions

After listening and validating the patient's concerns, it's important to offer solutions. Discuss potential steps that can be taken to address the issues they've raised. This might include making changes to their care plan , offering additional support services , or ensuring that they have a clear point of contact for future concerns. Providing solutions shows that you are committed to improving their experience and that you value their input as part of the care team. It's important that these solutions are actionable and followed through to demonstrate your commitment to change.

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Dr JAGADISH B.

Metabolic Wellbeing Physician I Multi-Disciplinary Expert I Diabetes Remission Specialist I Preventive Cardiologist I Functional Nutrition I Lifestyle Medicine I Yoga I Indigenous Researcher
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Empower Patients, Transform Care: Practical Solutions for Dismissive Behavior Provide tangible solutions to address patient concerns. Develop clear communication protocols, implement patient satisfaction surveys, and offer accessible feedback mechanisms. Invest in staff training on empathy and patient-centered care. Hold staff accountable for respectful behavior. Empower patients to advocate for themselves. #healthcare #patients #solutions #communication #empowerment

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5 Follow Up

Following up with the patient after addressing their concerns is a critical step in ensuring that they feel heard and valued. Schedule a follow-up appointment or call to check in on their well-being and gather feedback on the changes implemented . This ongoing communication underscores your dedication to their satisfaction and reinforces the message that their voice matters in the healthcare setting. It also provides an opportunity to make further adjustments if necessary, showing a commitment to continuous improvement.

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6 Empower Patients

Finally, empowering patients is a key strategy in preventing feelings of dismissal. Encourage them to ask questions, voice concerns, and be active participants in their healthcare journey. Provide resources and tools that enable them to make informed decisions about their care. When patients are equipped with knowledge and feel confident in communicating with healthcare providers, they are less likely to feel marginalized or overlooked. Empowerment leads to better health outcomes and a more positive healthcare experience for all involved.

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A patient expresses feeling dismissed by staff members. How can you effectively address their concerns?

1

2

3

4

5

6

1 Listen Actively

2 Validate Feelings

3 Explain Processes

4 Provide Solutions

5 Follow Up

6 Empower Patients

Healthcare

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A patient expresses feeling dismissed by staff members. How can you effectively address their concerns?

1

2

3

4

5

6

1 Listen Actively

2 Validate Feelings

3 Explain Processes

4 Provide Solutions

5 Follow Up

6 Empower Patients

Healthcare

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感谢您的反馈

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