How to Handle Irate Patients?Created by:
Dealing with angry and abusive patients is mind blowing. As nurses, we are considered to be like sponges, able to absorb and wash the things that could possibly go wrong. As reflected in the nurses prayer, we're asking for guidance to be patient with our patients all the time. So how can we handle stress with the workload given, with limited time plus the behavior of these angry toxic people?
(1) Keep calm and listen to the persons concern. There's no use if we get to argue and speak up while they're complaining. We are given two ears and one mouth which means we need to listen more than we speak.
(2) Empathize and recognize their complaints. Think of yourself being in their situation and try to understand. "If I am in their position, how would I feel being treatedd this way? Ma'am I know that you're really upset about the situation. If I were in your position I would feel the same or even more. But don't worry, I am here to assist you. And would surely get back to you once I have the solution immediately".
(3) Respond with an attitude of being firm at the same time with a genuine touch. Apologize if their is a mistake at your end. "I am sorry that this has caused you so much trouble. "I will take note of this and will make sure that this will never gonna happen again."
(4) Listen again. After they calm down, give the solution to their problem.
As what they say, it is not what we say but it's how we say it. We must be careful with the words that we choose because once said, it can never be undone. Think before you speak think a million times and if you have nothing good to say, better be quiet and listen.
What are your inputs or experiences in handling irate patients?