You're faced with an angry patient during a consultation. How do you handle their emotions effectively?

When a patient is angry, there are several approaches that help. First, take a quick self assessment of your own emotions. It's critical to be aware of your inner feelings during conflict and to stay calm and open minded. Second, be aware of you own body language that you are projecting and keeping your own body language as neutral as possible. Next, asking open ended questions to the patient about what they are feeling and to try to empathize with their point of view. Its important to summarize and recall important points they are making. "De-escalate" by problem solving sincerely with the a patient to come up with solutions to their dilemma. Try to become an "ally" rather than an "enemy" with the patient. Be honest.

In my experience, I find people that are agitated are typically people who feel they have been ignored. I start by actively listening without interrupting. Then I use some clarifying feedback. For example, "Correct me if I am wrong. I heard you say that you are frustrated because no one called you back after you left several messages? is that correct? Once I confirm and reinforce that I heard and understood them correctly, I present one or more options to correct the situation. By providing several solutions, I give the person their power back. At he start of any conflict, I believe a person feels powerless and hopeless. I give them hope that a solution can be found or I will try my very best to help them which establishes trust.

In every situation, always remain calm and listen actively to the patient, show them that you acknowledge their feelings. Always show empathy by validating their concerns and offering reassurance that you're there to help. Then work together to find a solution, ensuring they feel heard and involved in their care.

It is more than listening actively. It is being present, holding space, letting the other person - not "angry patient" - know that they are the most important thing right now and that their anger is something you're legitimately curious and concerned about.

When dealing with any patient or in general any person in your presence, being intentionally present is one of the most important traits needed. This act alone, shows the individual that at that very moment and time, you have dedicated your time to be right there with them to hear them, to see them (envision) what might be occurring in that instance and that alone allows for healing, breakthrough, a level of understanding that is unspoken to take place. The act of human interaction, intentionally is very underestimated but is very effective.

Allowing an angry patient to feel seen and heard is the biggest step to bridging a healthcare partnership. One should absolutely remain calm, but doing so without acknowledging his or her concerns or feelings will lead to more frustration. Break down each issue, each concern. Repeat it back to assure a clear understanding and to show you were truly listening. See things from his or her point of view in order to empathize with this emotion they are bringing to the conversation. Speak on how you can see where he or she is coming from. Then, and only then, should you offer next steps.

When dealing with an angry patient or customer, it is crucial to avoid making excuses. Instead, one should demonstrate professionalism and emotional intelligence. This involves maintaining composure, actively listening to the individual’s concerns, understanding their perspective, and providing practical solutions. If a solution is not immediately available and time allows, it is important to communicate that you will investigate the issue further and ensure timely follow-up.

Sincere empathy helps to calm the situation, improve communication, build trust and foster a more positive and productive interaction.

In a world dominated by technology, it's important to prioritize caring for others and showing empathy in our interactions. This is crucial in our interconnected and fast-paced modern society. We need to actively acknowledge and clarify information for understanding and make sure to ask the person in front of us what they need from us.

Two words, one short phrase upsets me and I'm sure send patients of the deep end very quickly; " I know.......". The question is what do you know? How can you know what they are feeling? Even if it's the same situation, much like medication, no two people respond the same to a situation or medication.

Boundaries make sense to protect your personal wellbeing, but it is important to critically assess professional boundaries. While some boundaries can relate to personal wellbeing and safety, others use boundaries to maintain professional prestige or to maintain dominance in a healthcare setting. If you do choose to explore boundaries, try to develop those in a collaborative way that maintains an equal relationship.

I've personally experienced a scenario where a patient had an anger escalation. It was obvious that I was not the source of their anger, but this did not stop them from taking it out on me. I first tried to validate their experience by acknowledging that I could understand why they were upset, but when that didn't help, I had to expressly state that though I understood their frustration, I would not accept their derogatory remarks toward me. I gave clear expectations that their attack on me would stop and I would continue to help, or that the visit would end. We stopped for a moment for their composure, and then we continued the visit. The clear but respectful boundary was needed and respected, and ultimately the issue was resolved.

Vous ne pouvez pas toujours résoudre le problème racine d'une colère d'autrui. Une fois une écoute sincère avec empathie faite, il est primordial de se protéger personnellement, et de couper un discours agressif tournant en rond. N'hésitez pas à faire appelle à d'autre personnes pour vous aider.

While empathy is essential, setting clear boundaries is equally important. If a patient's anger turns into aggression or personal attacks, I assertively communicate that such behavior is unacceptable. I express my commitment to assisting them, provided we maintain a respectful and constructive environment. This approach ensures a safe space for resolution and upholds a professional atmosphere.

Commencez toujours par reformuler : "si je comprends bien vous ressentez X parce que Y, et vous avez besoin de Z" afin d'être s?r d'être s?r la même longueur d'onde. Ensuite proposez ce qui est en votre pouvoir : ce que vous pouvez faire, vers qui vous pouvez orienter la personne..

Once I understand the cause of a patient's frustration, I work with them to find solutions. Whether it's clarifying a misunderstanding, adjusting a treatment plan, or providing additional resources, I aim to be proactive. I clearly outline possible actions, set realistic expectations, and involve the patient in the decision-making process. This collaborative approach helps shift their frustration into a productive partnership focused on achieving mutual goals.

There's also the old written pros and cons list. Depending on situation, sometimes it helps to get a patient to write down what he/she feels is good and bad(pros and cons) about their particular situation. If they (and you the advocate) see it written out it may help with solutions to the issue(s) upsetting patient.

Yes, this is the right thing to do. Of what good is it when I listen to my patients and not offer solutions thereafter?. The main reason for the consultation was to solve their issues so identifying the root cause of their problems is key. I usually address problems of my patients in bullets points, that way I don't get to miss out on any of them. The solutions were either immediate, short term or long terms depending on the type of problems they were faced with.

Following up after addressing a patient's concerns underscores my commitment to their well-being. A brief call or message to check on their feelings or the progress of the resolution can greatly enhance their experience. This additional step shows that I value their concerns beyond the initial interaction and remain dedicated to their ongoing care and satisfaction.

Follow up shows how intricately one had been accountable to the proposer grievances or concerns. Often it pertains a level of satisfaction and restores the disturbed faith. Yet while following up one has to carry it forward with case specific scenario and not with unrealistic expectations otherwise that might pull it all to drain.

Revisit them at a later time to check on them and see if the issue was resolved and if they feel satisfied with the result. If not, ask what you can do further to help them with the situation.

8. Información clara y precisa: La comunicación correcta, informando los riesgos, complicaciones e incidencias que pueden presentarse antes de realizar un servicio de salud puede evitar conflictos innecesarios con el usuario. Un consentimiento informado que explique estas situaciones puede reforzar el mensaje y al ser firmado por el usuario se afianza que el mensaje fue entendido y comprende lo que puede suceder a pesar de una correcta praxis.