Patients, or the loved ones of patients, who have suffered at the hand of healthcare through medical errors, failure to diagnose, misdiagnosis, or even through their own perception, may be angry, and they may transfer that anger to any other doctor or provider.
Every Patient's Advocate speaks well to the issue of how a physician can best deal with an angry patient. The author, Trisha Torrey, has understandable experience being angry with the healthcare system, since a few years ago her life was altered by a significant misdiagnosis. She has since channeled her frustration into a passion for advocacy.
Because of the nature of healthcare, patients have no choice but to return to the very system that caused the problems to begin with. It’s no wonder they are angry!
Once you determine your patient is angry or frustrated by whatever is going on with his or her health and previous care, ACKNOWLEDGE it. “I can see you are angry” or “I can see you are frustrated.” Then explain the reality, “I don’t want to spend all our time today talking about previous problems, but if you can tell me briefly why you are angry, it might help us understand what to do next.”
Then LISTEN....
Comments