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The angry patient
Being ill or unwell is stressful. Having a family member unwell is also stressful. These situations can lead to communication problems and intense emotions. At times, people can become very upset and angry. Learning to negotiate with patients and colleagues who are angry is an important skill. One needs to learn to calm an angry situation and not makes things worse. Some useful tips are listed below. These will help with the angry patient as well as angry family members or colleagues.
When a Patient is Angry [5]
Pause and be attentive
Avoid being defensive
Stay curious about the patient’s story
Acknowledge the difficulty of the interaction
Find out the specifics of the story--encourage the patient to give the details
Express empathy for the patient--acknowledge the emotion by name
Make a statement guessing at the meaning behind the patient’s anger and validate
Take an action on the patient’s behalf if possible. Be an advocate
When possible, link the patient with the resources that can help
Transition to purpose for the visit
When in doubt- LISTEN, LISTEN, LISTEN!
