Managing difficult patient interactions

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Difficult patient interactions

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Joel Almonacid

Australia

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Managing difficult patient interactions


Managing difficult patient interactionsVersión en línea Difficult patient interactions por Joel Almonacid 1 A patient says, “I hate needles. I’m not doing this.” a Show empathy b Use clear communication c Stay calm 2 A patient questions your competence: “Are you new at this?” a Use clear communication b Stay calm c Show empathy 3 A colleague blames you for a delay in front of others a Use clear communication b Show empathy c Stay calm 4 A patient becomes impatient and starts raising their voice a Stay calm b Show empathy c Use clear communication 5 A client says, “No one explained this properly to me.” a Show empathy b Use clear communication c Stay calm 6 A patient insists they don’t need to follow fasting instructions a Use clear communication b Show empathy c Stay calm 7 A colleague ignores your request for clarification a Show empathy b Use clear communication c Stay calm 8 A patient appears embarrassed about providing a urine sample a Show empathy b Stay calm c Use clear communication 9 A client says, “This is taking too long, I’m leaving.” a Show empathy b Use clear communication c Stay calm 10 A patient becomes upset after hearing they need another test a Stay calm b Show empathy c Use clear communication 11 A colleague gives you conflicting instructions compared to another staff member a Stay calm b Use clear communication c Show empathy 12 A patient says, “I don’t understand anything you’re saying.” a Use clear communication b Stay calm c Show empathy 13 A client refuses to sit down despite looking dizzy a Show empathy b Use clear communication c Stay calm 14 A patient says, “Last time this went wrong.” a Show empathy b Use clear communication c Stay calm 15 A colleague interrupts you while you’re speaking to a patient a Stay calm b Use clear communication c Show empathy 16 A patient is frustrated because they filled out the wrong form a Stay calm b Show empathy c Use clear communication 17 A client becomes quiet and withdrawn during the interaction a Stay calm b Use clear communication c Show empathy 18 A patient says, “Why do you need all this information?” a Use clear communication b Show empathy c Stay calm 19 A colleague asks you to rush a procedure unsafely a Show empathy b Stay calm c Use clear communication 20 A patient becomes anxious after seeing blood a Use clear communication b Show empathy c Stay calm

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Managing difficult patient interactions

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Managing difficult patient interactionsVersión en línea

por Joel Almonacid

A patient says, “I hate needles. I’m not doing this.”

A patient questions your competence: “Are you new at this?”

A colleague blames you for a delay in front of others

A patient becomes impatient and starts raising their voice

A client says, “No one explained this properly to me.”

A patient insists they don’t need to follow fasting instructions

A colleague ignores your request for clarification

A patient appears embarrassed about providing a urine sample

A client says, “This is taking too long, I’m leaving.”

A patient becomes upset after hearing they need another test

A colleague gives you conflicting instructions compared to another staff member

A patient says, “I don’t understand anything you’re saying.”

A client refuses to sit down despite looking dizzy

A patient says, “Last time this went wrong.”

A colleague interrupts you while you’re speaking to a patient

A patient is frustrated because they filled out the wrong form

A client becomes quiet and withdrawn during the interaction

A patient says, “Why do you need all this information?”

A colleague asks you to rush a procedure unsafely

A patient becomes anxious after seeing blood