How can you de-escalate tense situations with patient family members?

1 Understand their perspective

The first step to de-escalating a tense situation is to try to understand the perspective of the patient family member. They may be stressed, worried, or scared about their loved one's condition, or they may have unrealistic expectations or misinformation about the care or the environment. Try to empathize with their feelings and show them that you care and respect them. Use active listening skills, such as nodding, paraphrasing, and asking open-ended questions, to acknowledge their concerns and validate their emotions.

3 Explain the situation and the rules

The third step to de-escalating a tense situation is to explain the situation and the rules. Sometimes, patient family members may not understand why you are doing certain tasks or why they have to follow certain policies or procedures. For example, they may not know why you have to clean the room at a certain time, or why they have to wear a mask or limit their visitors. In these cases, you can explain the rationale behind your actions or the rules, and how they are meant to protect the health and safety of everyone involved. Use simple and clear language, and avoid jargon or technical terms. Provide examples or evidence if possible, and offer alternatives or options if applicable.

4 Offer assistance or referrals

The fourth step to de-escalating a tense situation is to offer assistance or referrals. Sometimes, patient family members may need more help or support than you can provide, or they may have complaints or issues that are beyond your scope or authority. In these cases, you can offer to assist them in finding the right person or resource to address their needs or concerns. For example, you can offer to call a nurse, a social worker, a chaplain, or a manager, depending on the situation. You can also provide them with information or materials that may be helpful, such as brochures, flyers, or websites.

5 Follow up and thank them

The fifth step to de-escalating a tense situation is to follow up and thank them. After you have resolved the issue or provided the assistance, you can follow up with the patient family member to make sure they are satisfied and have no further questions or concerns. You can also thank them for their cooperation and feedback, and apologize for any inconvenience or misunderstanding. This can help to restore the relationship and show them that you appreciate and value them as customers.

6 Seek support and feedback

The sixth and final step to de-escalating a tense situation is to seek support and feedback. Dealing with difficult or emotional patient family members can be stressful and exhausting, and it can affect your well-being and performance. Therefore, it is important to seek support and feedback from your colleagues, supervisors, or mentors, who can provide you with advice, guidance, or encouragement. You can also learn from your experiences and identify areas for improvement or development, such as communication skills, conflict resolution skills, or stress management skills.