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How to Handle Difficult Patients
Cindy Mehallow | Monster Contributing Writer
Response Strategies
Once you understand what makes some patients so difficult, it can be easier to follow the experts’ suggested dos and don’ts.
Make sure you:
Observe: Notice a patient’s words, voice or attitude to pick up on rising anger levels. Overly compliant behavior is also a warning sign that a patient has lost his identity and sense of competence, which can lead to vulnerability, fear, anger and violence. “Worries and loss of control often are triggers of aggression,” says Simms, who urges nurses to trigger a sense of capability in patients, not one of vulnerability.
• Connect: Uncover and directly address a patient’s underlying feelings with comments such as, “You sound worried. What can we do to help?” Establishing a personal connection can go a long way toward gaining cooperation, Kuhn says.
• Show Respect: Make eye contact, and try to approach patients at eye level. Always address patients as Mr. or Mrs., and speak in a friendly manner.
• Slow Down: Rushing can be counterproductive, especially when caring for those with dementia.
• Recruit Help: Enlist relatives to help break the isolation, create solutions and provide support.
• Be Informed: Know your employer’s patient bill of rights, as well as its policies and procedures for dealing with difficult patients.
Avoid:
• Bullying: Don’t use your caregiver status to threaten patients.
• Making Assumptions: Most patients are not intentionally abusive or disruptive. They often are responding to an irritation, vulnerability, cognitive impairment, inability to express themselves or loss of identity.
• Putting Up Walls: Distance just fuels patients’ anger.
• Tolerating Disruptive Behavior: Clearly explain what is unacceptable to avoid problems later.
• Taking It Personally: “You can’t expect that everyone at work will act pleasantly,” Godfrey says. “Interpersonal mishaps or confrontations are guaranteed when you work with the public.”
Read the original article Difficult Patients: Why They’re That Way and How to Handle Them on Monster.com.
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over 1 year ago
102 comments
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neerukp
about 3 years ago
6980 comments
This is nice advices in handling difficult patients, what behaviours we have to avoid., how to improve our Therapeutic Communication skills., good information
neerukp
about 3 years ago
6980 comments
Very interesting, Informative, good suggestive in handling difficult., violent clients. Thanks for posting informative advices by Pdychotherapist, Useful one., Keep Posting good articles which will promote Cautious Preparation in handling the diffficult behaviours in the working or Home environments too
Account Removed
over 4 years ago
Very good information, especially for nurses working in challenging caring environments. I work in ambulatory care and that environment is becoming threatening. Patients are now walking into the clinic when they fail to secure same day appt, demanding to be seen. Keep these diffusive articles coming. We need them.
diane316
over 4 years ago
1024 comments
Good advice and great article!
casassy62688
over 4 years ago
290 comments
This is definately good advice, I work on a cardiac floor and we get a lot of the older patients with dementia and what not. A lot of this stuff helps out a lot....thanks for the advice.
lorrie
over 4 years ago
4 comments
I work in long term care, even though this advice does work for most reidents, I have to agree about the families, I think we need to educate them more as to what is going on with their loved one, many family members often asume they know what is going on in their loved one's mind, know their emotions, and health status, but in all reality, they don't, many are in denial themselves which makes it terribly difficult for the staff, I also agree with the fact that many family members come in, become upset in front of the loved one, which in turn agitates the resident, we often must deal with an emotional wreck after the fact. We know it is difficut for family members also, who must deal with their own emotional roller coaster, all I ask is that if there is a question, please ask it, if there is a concern, please express it, if there is sadness, or guilt, we are here for you too....
cemone1982
over 4 years ago
46 comments
my granddad is in a nursing home now due to dementia, and i know he would give anything to have things the way they were, say 5 yrs ago. he lives several states away, or i'm sure my mom and i would visit him more. we've talked to the nurses there and have heard that he repeatedly tries to get up and leave, or argues with the nurses. i know it's not their fault, they are trying to give him the care that he needs. my mom has talked to him some though and when he recognizes her he always asks when he can drive home. i think he's homesick and that's why he acts out.
laura59
over 4 years ago
408 comments
Sometimes the families are the ones who throw fuel on the fire...they get the pt agitated, then go home. Trying to understand how we would react if the situation was reversed can be helpful. We get to leave the room and go home...the pt has to stay. Most of the information in this article is taught at ground level. We should know this going in.
mashell4
over 4 years ago
1066 comments
Just because you are sick I dont believe that gives you a ticket to be mean, but this is a helpful article on dealing with difficult people just wanted to add my 2 cents!