“ It’s not about what makes you comfortable… It's about what’s comfortable for me.”

“ It’s not about what makes you comfortable… It's about what’s comfortable for me.”

These words were uttered to me by a patient…

A patient who was having a difficult time being a patient; Scheduled for surgery they didn’t want to have coupled with difficulties obtaining IV access…

This is a situation that can be very stressful and frightening as a new graduate nurse. No one wants an angry patient. But angry patients are part of the job!Unfortunately, it is a part of the realities of nursing and the healthcare sector at large.

Not only at the bedside but beyond.

Don’t fret!! Figure it out!!

It’s helpful to have a strategy in place for when you encounter a patient who is displeased with the current situation.

What did I do?

1. Listen ????

Actively listen without a prepared response ( I don’t know what the patient is feeling or going through unless I stop thinking for a moment and just listen!)

2. Explain ??

Sometimes what is common knowledge to us as providers is news to our patients; sometimes the words we choose cause confusion instead of clarity.

3. Apologize

This is the tough one but hear me out: The apologies are part of de-escalating tense situations. I am not saying to apologize for a dysfunctional system, rather, apologizing for a situation that is causing distress to the patient; it’s a fine line- but with practice the appropriate words come.

4. Take action

In other words, do something.

Actions still speak louder than words. Whether it’s discussing what the next step is for the patient or asking for collaboration from colleagues or trying new techniques and technology to gain IV access, we need to show the patient that their concern didn’t fall on deaf ears.

In the end, the patient was appreciative of our team efforts and even apologized to us for their behavior!

Will situations come to this outcome for every patient?

Absolutely NOT;

However it is something to consider moving forward as we become more cognizant of our patients and their relationship with us as healthcare providers.

As difficult as it may seem when you’re in a stressful atmosphere I want you to remember to not take things too personal.

It is extremely important for your mental health and for the ability to carry yourself through your shift and through your career that you approach your work atmosphere from a empathy and logic.

You are part of a healthcare team.

You cannot carry the burden or the responsibility of everything that can and will go wrong on your shoulders alone.

It is not sustainable.

Please remember, as a new graduate, you are part of a team.

P.S.: These tips are not exclusively for healthcare; they are useful in other industries as well. Learning how to communicate with people in difficult situations is a skill that you can use for life. It will help you to separate yourself from average!