So how do you deal with an angry patient? Well, it kind of depends why they are angry. Usually patients become angry when the unexpected occurs. Whether it is a long wait time or their physician did not explain what we would actually be doing for their BE, there is typically one or a combination of unexpected events occurring that usually sets them off.
Big mistake - avoid the angry patient. This may seem like the more comfortable thing to do because you really "don't have time" or "don't want to be a target." Patients will continue to grow in frustration if they feel like their concerns are not being dealt with. How do you know what their concerns are? Ask them.
Communicate - find out why they are angry... and apologize to them for the experience they are having. Even if it is not directly your fault, most of the time it is the fault of someone in your organization, which you represent as well. Once you know why they are angry, you can move forward with an action plan.
If it is within your power to do so, resolve the issue. If you cannot resolve it, direct the patient to someone who can. Not by pointing to someone in a crowd of course, but by introducing them to the person and explaining their problem. If that person is unavailable, follow up with the patient a few minutes later. A good amount of time to wait to address the patient again is around 10 minutes, but use good judgment... some patients may require a shorter span.
There are many patients who seem like they are just angry. They may not be able to identify a problem when approached, nor express the desire to. They just seem to be royally peeved and they are going to take it out on YOU! Does this give you an excuse to treat the patient in the same manner? Of course not. Put yourself in their shoes. They might have just received horrible news about their health or had an indication of what their bill for the hospital stay will not be covered by insurance.
Always act professionally. You still have a responsibility to treat that patient with dignity and respect. Continue providing quality patient care. Speaking in soft tones is one way to deflate tension in a room. And ask direct concise questions when acquiring a history.
The best thing you can do is show the patient that you care. Listening is one of the most therapeutic things within our power to do. Slow down and remember that every patient should have the opportunity for quality care, including a sanity break. They may feel 10 times better after getting something off their chest.
Of course, there are patients that become hostile... spitting, biting, screaming, punching, slapping, kicking, etc. For these patients, I recommend security. Always stay a good arm's-length away from these, and never ever turn your back on them!
In closing, we all have busy days and moments when we don't feel like going the extra mile. But remember, our patients are not only paying for a service, they are depending on the quality of work we do to evaluate and treat their health. Wouldn't you want that same type of effort on your family member?
