6 quick_ref_mrcgp_course_angry_patient.pdf

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CSA scenarios with REAL CSA actors ‘As close to the CSA exam as possible’ Individualised feedback from course facilitators & CSA actors on your performance Contact us: [email protected] visit us www.csaprep.co.uk CSA course cases – ideas concerns and expectations - CSA prep © 2014 QUICK REFERENCE: Managing an Angry patient By Nazmul & Muhammed Akunjee QUICK POINTERS General principles with dealing with angry patients o Allow the patient to talk as much as possible. o Listening Show interest to what the patient says. Allow the patient to speak and vent their frustrations. Jump to the crux of the problem as quickly as possible. o Apologise to the patient for their experience as early as possible where appropriate. You may have to do this more than once. o Rapport Establish rapport and try and use appropriate eye contact (do not stare). Maintain body language and open posture throughout. o Manner Remain calm using appropriate tone and pace of voice (do not mirror the patient’s anger). o Behaviour Avoid dismissing their concerns or complaints whilst also avoiding offering inappropriate reassurance. o Empathy – Empathise with the patient’s plight and offer your assistance. Avoid o Defensive Avoid acting defensively attempting to deny responsibility. o Blaming Avoid shifting responsibility to colleagues or towards your patients; My colleague should not have done that Well... if you had taken the medicines as advised this may not have happened o Evasive Do not be evasive to their questions or appear to be covering up mistakes. A lack of a concise and clear explanation may appear evasive. o Reflect body language – Avoid emulating or reflecting upon the patient’s body language You look very angry at the moment Offer an apology to the patient o Apologise even if you feel the complaint was not warranted and this should be offered as early as possible where appropriate.

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  • CSA scenarios with REAL CSA actors As close to the CSA exam as possible

    Individualised feedback from course facilitators & CSA actors on your performance

    Contact us: [email protected] visit us www.csaprep.co.uk CSA course cases ideas concerns and expectations - CSA prep 2014

    QUICK REFERENCE:

    Managing an Angry patient By Nazmul & Muhammed Akunjee

    QUICK POINTERS General principles with dealing with angry patients

    o Allow the patient to talk as much as possible. o Listening - Show interest to what the patient says. Allow the patient to speak and vent their frustrations.

    Jump to the crux of the problem as quickly as possible.

    o Apologise to the patient for their experience as early as possible where appropriate. You may have to do this more than once.

    o Rapport - Establish rapport and try and use appropriate eye contact (do not stare). Maintain body language and open posture throughout.

    o Manner - Remain calm using appropriate tone and pace of voice (do not mirror the patients anger). o Behaviour - Avoid dismissing their concerns or complaints whilst also avoiding offering inappropriate

    reassurance.

    o Empathy Empathise with the patients plight and offer your assistance.

    Avoid

    o Defensive - Avoid acting defensively attempting to deny responsibility. o Blaming - Avoid shifting responsibility to colleagues or towards your patients;

    My colleague should not have done that

    Well... if you had taken the medicines as advised this may not have happened

    o Evasive - Do not be evasive to their questions or appear to be covering up mistakes. A lack of a concise and clear explanation may appear evasive.

    o Reflect body language Avoid emulating or reflecting upon the patients body language You look very angry at the moment

    Offer an apology to the patient

    o Apologise even if you feel the complaint was not warranted and this should be offered as early as possible where appropriate.

  • CSA scenarios with REAL CSA actors As close to the CSA exam as possible

    Individualised feedback from course facilitators & CSA actors on your performance

    Contact us: [email protected] visit us www.csaprep.co.uk CSA course cases ideas concerns and expectations - CSA prep 2014

    o This will demonstrate empathy and often diffuses hostile patients I am sorry for the experience you have had

    I offer my sincerest apologies

    I am sorry that happened to you Tell me more about that

    Acknowledge & empathise with the complaint

    o Acknowledge the complaint & empathise with the distress it has caused. o Show appreciation to the patient for raising the complaint if it is of a serious nature

    I can see that must have been very distressing for you

    I can imagine that it must have been quite difficult for you

    It must have been very hard for you

    I can understand why you are angry about it

    I am grateful that you have brought this to my attention

    Clarify the patients expectation

    o Clarifying with the patient what they were hoping for from the complaint How were you hoping we could address this problem?

    Was there anything in particular you were hoping for?

    Offer an explanation if appropriate

    o Provide an honest explanation summarising the series of events. o If a mistake had happened then inform the patient as to how and why it occurred. o If there are some mitigating circumstances surrounding the mishap then these can be stated without

    justifying the mistake.

    Preventing the complaint from happening again

    o State what immediate measures you have taken to rectify things and minimise the distress caused to the patient. This may include preventing the mistake from happening again i.e. significant event analysis, practice audit, practice protocol, education event/retraining for the clinician, adding alerts to notes etc.

    Do you want me to speak to the person (doctor) directly?

    I can raise this at our practice meeting as a significant event

    How about if we have a conference with everyone involved including the practice manager to discuss this matter further?

  • CSA scenarios with REAL CSA actors As close to the CSA exam as possible

    Individualised feedback from course facilitators & CSA actors on your performance

    Contact us: [email protected] visit us www.csaprep.co.uk CSA course cases ideas concerns and expectations - CSA prep 2014

    I will set up a practice protocol or audit to prevent this from happening again

    We will update the computer so this error cannot occur again

    Offer to escalate to complaints procedure

    o If the patient is still angry explain the practices complaints procedure to the patient. Do not simply tell the patient to speak to the Practice Manager and they will sort it out. Offer to ensure that the patients complaint is seen through and offer to take personal responsibility if appropriate.

    MANAGING THE COMPLAINT I can imagine that it must have been quite difficult for you

    You mentioned it is possible that it happened because

    We can try to prevent this from happening again by

    If you still feel upset by it I am happy to run through the complaints procedure with you

    EMPATHISING AND ESTABLISHING EXPECTATION I can imagine that it must have been quite difficult for you

    How were you hoping we could address this problem?

    ESTABLISH THE COMPLAINT & APOLOGISING I am really sorry for what has happen. Please tell me more about it so that I can

    help you

    I am sorry for the experience you have had or I apologise this has happened to you