Tips for Dealing with Challenging Patients
Dealing with difficult patients is a critical skill for healthcare providers. Encountering uncooperative patients is a common, almost expected challenge in healthcare settings. What actions should you take if a patient rejects their medication? Cost issues might be a factor, or they might not understand the health risks of untreated conditions. Understanding the root cause of their behavior can lead to solutions.
It's easy to feel slighted when patients or their families show irritation while you're offering help. Shifting your perspective can resolve issues beneficially. Here are six methods to handle difficult patients:
1. Avoid defensiveness 2. Watch your body language 3. Validate their emotions 4. Foster open communication 5. Establish clear boundaries 6. Suggest additional support
**Tip #1: Avoid defensiveness**
It's challenging not to take criticism personally, especially with unexpected issues. Resist the urge to defend yourself. Negative feedback isn't pleasant, but your reaction can either calm or exacerbate the situation. Manage your emotions to maintain control even in frustrating situations.
**Verbal Strategies**
Maintaining composure during a patient's rude outburst is tough. Use filler phrases like "Please continue" or "Tell me how I can improve" to buy you time to think.
**Adopt a Growth Attitude**
Defensiveness helps no one. If a patient critiques your response time, avoid venting to colleagues. Instead, reflect on the feedback to grow as a caregiver.
**Use "I" Statements**
When addressing complaints, use "I" statements to avoid seeming confrontational. A nurse practitioner shared this technique's success: "When a patient or family member is upset, I stay calm and say, 'I see you're upset. Can you explain what's wrong and how I can assist?'"
**Tip #2: Watch Your Body Language**
Your words might say one thing, but your body can communicate another. Miscommunication arises if you're unaware of this. Standing with crossed arms while trying to be soothing can come off as hostile. Mastering facial expressions and posture aids in patient interactions. Practicing with colleagues can help. Also, maintain eye contact to show attentiveness.
**Tip #3: Validate Their Emotions**
Acknowledging a patient's feelings can ease tension. Simple affirmations like "I see why you're upset" can resolve issues. Avoid negative phrases like "can't" or "won't" during de-escalation. Choose your words carefully.
**Tip #4: Foster Open Communication**
Encouraging patients to speak can lead to a more cooperative attitude. Their initial complaint might mask deeper issues. Open communication lines to understand their true concerns. A previous nurse leader taught that we encounter patients in tough moments, often leading to high emotions. Techniques include maintaining eye contact, speaking gently, and using their name. Don't interrupt them; it can worsen their mood.
**Tip #5: Establish Clear Boundaries**
Balancing patient expression with protective boundaries is crucial. Some patients may have unrealistic expectations. Involving a supervisor can clarify acceptable interactions, allowing you to focus on your tasks peacefully.
**Tip #6: Suggest Additional Support**
Some situations need extra help. Offering to seek additional support isn't a weakness but a resource. If a patient isn't satisfied with their treatment, suggesting a review by their doctor can shift their view of you from adversary to ally.
**Understanding Patient Difficulties**
Patients can be challenging for various reasons. Some conditions cause aggression; others expect undivided attention. Continuous learning in de-escalation is valuable.
