Dealing with Difficult Patients

Dealing with Difficult Patients

 

Whether you are a paramedic, nurse, doctor, or an hospital admissions associate, difficult patients can ruin your day.   Hateful remarks or an uncooperative spirit can unravel your nerves and infringe upon your productivity. 

 

To keep from losing control, it pays to understand why people are difficult.  Your communications skills and personal touch can reverse a bad situation.

 

These tips are important to know:

 

·         Difficult people were often manipulated as children.  They cannot read other people or normal situations properly.  They feel they are going to get the worst end of every deal, so to speak.  Communicate well by over-explaining things, if necessary, to reduce fear.

 

Example:  “Mrs. Myers, I want you to rest assured that we want to answer all of your questions.  We will stabilize your physical symptoms first.  Please don’t think we don’t hear your concerns, but let us take care of your physical needs first.”

 

·         Difficult people can fear they are going to lose something.  They might lose personal control, precious time, or money.  For instance, if a patient hesitates about tests or scans, he or she might worry the insurance company won’t fully cover it.  Ask a patient, “Are you worried about any aspects of insurance?”  Or, say, “Tell me if something is bothering you.  You can be honest with me.”

 

Remember that it saves time in the long run to totally “be there” for a difficult patient.  Make good eye contact.  Assure this person with a pat on the shoulder.  Never underestimate the fears and concerns of your patients.  Hospital “phobias” or “doctor phobias” can come into play.

 

Give the difficult patient a little extra time and attention.  But, do set boundaries if you need to.  Patients who become dramatic or extremely difficult cannot be soothed in one setting.  If a patient starts to act out strange behaviors, put your hand up as if to say, “Stop.”  Say to him or her, “We will discuss your case a little later on.  I will give you some time to relax.  This is all I can do for you at the moment.”

 

Copyright 2008 Hopson Global Education and Training