Angry patients are definitely plenty in clinical settings. As doctor or any other health worker you are bound to met one regularly.
Patients have their own inbuilt agony which could be from their depressing clinical condition like pain, discomfort etc. Certainly it is
not only patient that can be angry but also patient's relatives. therefore to manage an patient the following tips may help you.
- Relax in face of an angry patient, yelling would aggravate the tense situation.
- Try and understand the patient or relatives compliant(s).
- Appreciate there would always be angry patients- so don't yell back at the patient.
- Genuinely listen to the patient that may just be the only thing the patient want. Genuine listening involve not shifting you face around while listening to the patient.
- Allow patient or relative vent out, may be that is just the only thing he or she wants to do!
- Resolve never to return patient abuse or insult.
- Wait for patient to first vent out before you reply. Before you reply, you may repeat the patient complaint as a form of clarification. This would make the patient realize you are listening.
- Listen to solve the patient's problem. If you can't, politely counsel and guide as much as possible. Patient's problem may be about your service directly, your institution or the helpless condition patient found herself. Go extra mile to solve patient's problem.
- Always show empathy in face of confrontation!
- Apologize
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