It can be difficult to remain professional and compassionate when dealing with a difficult patient. Perhaps they are impolite, don’t listen when you attempt to explain the situation. Or, they even won’t stop talking about how they want to sue you for something. Whether it was a patient who wouldn’t stop talking about their problems, interfering with our time with other patients, or who kept requesting unnecessary prescriptions, we’ve all been in that situation.
This article will examine the issue and how healthcare professionals can best address it.
What’s the worst patient experience you have ever had?
It is sometimes challenging to be a doctor. You are expected to know everything there is to know about each patient, and you must provide care while maintaining your mental health. Add that regardless of how poorly or rudely the patients behave, we must still treat them respectfully.
You have likely encountered your fair share of unpleasant patients as a physician. Our team’s survey of Docquity physician users revealed that nearly half of the respondents had experienced intimidation and verbal harassment from patients. Some extreme cases even resulted in acts of violence or abuse. We breakdown the case into four categories:
The patient expresses dissatisfaction with the consultation results
This refers to any physically or emotionally harmful behaviour exhibited by the patient towards the healthcare provider or other staff members. It may include bullying, verbal abuse, or harassment.
The patient says something offensive, indecent, or intimidating
This refers to any offensive, profane, or threatening language or behaviour exhibited by the patient. It could include making sexual advances, using racial slurs, or physical threats. This behaviour can be highly distressing and make the healthcare provider feel uneasy; therefore, it is crucial to address it immediately to ensure everyone’s safety and well-being.
The patient engages in violent behaviour
This refers to the patient’s physical aggression towards the healthcare provider or other staff members. It may consist of striking, pushing, or kicking. Violence in healthcare settings is of grave concern, as it not only endangers healthcare providers but also jeopardizes the safety of other patients.
The patient engages in abusive behaviour
This refers to any behaviour exhibited by the patient that is physically or emotionally harmful to the healthcare provider or other staff. It may include acts of bullying, harassment, and verbal abuse.
Tips for dealing with difficult patients
We must remember that these people need our help—sometimes, they don’t know how to ask for it correctly. It happens. Their behaviour may frustrate us, but that does not mean we should ignore them or treat them poorly. We must improve communication with our patients to ensure they receive the necessary care without being treated as inconvenient.
So, how can we best manage them? Here are some tips on how to handle such situations:
Don’t take things personally
First and foremost, avoid taking things personally; it’s not about you! Frequently, patients’ displeasure is unrelated to you or your organization. Maintain composure and courtesy regardless of the circumstances. Your job is to make people feel better, but not every patient will be satisfied with your services. Try not to let negative feedback affect your self-esteem or your work!
Remain calm and professional
When this person’s behaviour stresses out other people around you, it’s easy for those who aren’t directly involved in the situation to get upset. They will worsen the problem if they don’t take a moment away from their stressors to calm down before responding appropriately when necessary.
It is important to remain calm and professional when faced with difficult patients. It can assist in de-escalating the situation and preventing further conflict.
Listen actively and empathetically
Listening to the patient actively and empathetically can help to understand their concerns and grievances. Acknowledge their feelings and try to understand their perspective.
Don’t interrupt them while they’re talking; listen attentively and thoroughly until they’ve finished speaking. It will show them that you’re interested in their concerns and needs, which will help them feel more comfortable opening up to you.
It may not seem like much, but it’s important to keep in mind that sometimes the patient isn’t acting irrationally; they have a reason! That doesn’t mean you have to agree with or understand their reasoning, but it is helpful if you try to see things from their point of view.
Communicate effectively
Effective communication is key to managing difficult patients. Avoid using jargon that the patient may not understand; use clear and concise language. Also, repeat key points to ensure that the patient has understood them.
Set boundaries
Setting boundaries with difficult patients is important to maintain a professional relationship. It may involve placing limits on the patient’s behaviour or language and informing them of unacceptable behaviour.
Involve other team members
Sometimes it may be necessary to involve other team members, such as managers, supervisors, or security personnel, in managing difficult patients. IT can contribute to ensuring everyone’s safety.
In addition, if you have trouble communicating with patients due to a language barrier, enlist the assistance of individuals who speak the same language. It could be another staff member, such as a nurse or doctor, or a patient who speaks their language.
Document the interaction
It is crucial to document any challenging interactions with patients in their medical records. It can serve as a record of what transpired and as evidence if the situation deteriorates.
Seek support
Dealing with difficult patients can be emotionally draining, and it is important to seek support from colleagues or a supervisor to manage such situations’ stress and emotional impact. It is also essential to take care of one’s own mental health and well-being.
What the Docquity network of doctors said about this
According to a survey we conducted, 41% of physicians believe that the best way to deal with difficult patients is to try to understand and see things from the patient’s perspective. While 36% of doctors prefer to actively listen to what their patients and their families are worried about, 14% ask for help from their colleagues, and 9% agree that patience is important and choose to be more patient.
This poll showed that every doctor has to deal with difficult and complicated patients. It’s important for doctors to learn how to anticipate and handle difficult patient interactions. Such thing is not usually taught in medical school or residency programs but are an important part of our jobs.
Conclusion
Dealing with difficult patients can be a challenge for any healthcare practitioner. You want to do what’s best for your patients, but sometimes they make it difficult. It is no exception when you work as a doctor in Malaysia, where there are different norms and cultural backgrounds.
Despite all the negativity that could result from doctor-patient interaction, there are still plenty of patients who want nothing more than their doctor to help them get better. It’s our responsibility as physicians to do just that.
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