6 Tips on How to Deal with Difficult Patients: Nursing 101
Working in the healthcare field can be both rewarding and emotionally challenging. Caring for patients and striving for better health is fulfilling. But, there are times when individuals treat hospitals like hotels. This can be frustrating.
Furthermore, there are times when patients become upset for various reasons. You may have to deal with their negative emotions as a healthcare professional.
Dealing with complex patients can be a part of your job, but there are ways to handle such situations. One way is to pause momentarily and understand the patient's perspective. Some patients may fear the hospital or may not want to stay overnight. A terminal diagnosis may make things even worse for them.
The best way to handle such situations is to take control of them. In the text below, we'll discuss six tips to stay calm in tough times.
Be attentive to their frustrations.
When handling complex patients, being attentive to their frustrations is critical. Actively listening to their concerns demonstrates you care about how they feel. Sometimes, repeating what you hear symbolizes you are listening to their problems. Paying attention to your patients can help alleviate the situation.
Example: I apologize that you are upset because you did not receive a dinner tray. We do have hot meals and turkey sandwiches I can bring instead. Would that be okay with you?
2. Be professional at all times.
This tip can be challenging, especially if the patient is aggressive. Here's how you can overcome this. Remaining calm is the best way to keep a professional demeanor. Don’t take personal offense or react emotionally to what the patient is saying. Doing so can make the situation worse. Focus on maintaining a respectful attitude to de-escalate the situation. It works, I promise!
Example: Mr. Smith, I’m sorry you feel no one properly cares for you. Please tell me what I can do to make your stay more comfortable. ( If the patient continues to yell, remain calm and restate the above phrase).
3. Speak in a calm tone.
Using a calm and clear tone when speaking with an upset patient is imperative. This helps you maintain control of the conversation despite the patient's loudness. You can also use open-ended questions to explain why the patient may feel angry. In doing so, you are allowing the patient to acknowledge their feelings and concerns.
Example: Mr. Jones, can you lower your voice and tell me how you feel about your upcoming surgery?
4. Set Boundaries ASAP
Setting clear and concise boundaries is vital when a moment arises. Communicate clearly regarding the consequences of the patient's behavior. Enforce these standards consistently and involve other team members if necessary. One example includes a security alert when the patient becomes combative toward self or others.
Example: Mr. Jones, I’m sorry, but I have to call security because you continue to smoke in your room. Other patients are using oxygen, and this is a safety hazard. ( This happened in real life, 🤯).
5. Keep your patients informed.
Patients can often become upset or anxious. This happens when they are uncertain about what to expect during their hospital stay. One common source of distress is needing to know the plan for the day or when they will see their doctor. It is essential to keep your patient informed of the plan for the shift.
Even if you cannot provide definitive times, this can be done by updating the whiteboard or communicating with them during your shift. Keeping patients informed can help reduce their anxiety. It can also give them a better experience.
Example: Good evening. I spoke with the ultrasound tech, and you're next on the list. I apologize for the delay, and I wanted to keep you informed.
6. Protect your mental health.
Working in healthcare can be emotionally and verbally exhausting to your health. The American Hospital Association reported that 68% of nurses experienced verbal abuse during the pandemic. As a result, prioritizing self-care is so crucial for your mental health. When dealing with difficult patients, try not to take the situation personally. I know this can be said more easily than done, but you mustn’t do it. Remember to address your needs to better take care of yourself.
Example: Make the most of your time off by engaging in fun and thrilling activities.
In a nutshell
When dealing with challenging patients, staying in charge of the situation is essential to remaining attentive and composed. Implementing the tips above can guarantee you're taking all the necessary steps to care for your patient. Additionally, setting clear boundaries and seeking support from your team can help you navigate difficult situations.
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