Dealing with an Angry Patient

(Condensed from Medical Economics, 12/1/06 )

From physicians to retail clerks, everyone who interacts with the public will eventually have to deal with an angry patient/client/customer. There are a few tried and true methods to properly deal with such anger to prevent escalation.

1. Acknowledge the patient's anger. It is real, they feel it and it is essential that you acknowledge it. Ask them to describe the problem and then quietly listen to them, without interruption. By talking, they will vent some of the anger and thereby allow you to eventually converse with them.
2. Clarify. If you do not fully understand the reason for their anger, ask them to cite a specific example. Keep doing this until you have identified the reasons for their indignation.
3. Express sympathy. Although you may not agree with the patient, you can sympathize with the anger that they feel. By creating a sense of understanding, you will have dramatically defused the situation. If you are frustrated with an unexpected result of a test or some other medical activity, let them know that you were disappointed too.
4. Be alert. An angry person always has the capacity for violence. Train your staff how to properly handle outbursts. If in a hospital setting, notify the risk management officer. If necessary you have the right to discontinue a doctor-patient relationship provided that you follow proper legal procedure.
5. Propose a solution. For instance, if a patient is angry about a long wait, you might suggest making appointments earlier in the day. If a staff member is creating a problem in the patient relationship, investigate it properly and deal with it accordingly. Let the patient know that you will investigate.

Remember that a patient's anger may be misdirected. The specific problem may have been the catalyst, rather than the source, of the anger. If the patient is suffering from emotional problems, be prepared to tactfully suggest a referral to a psychiatrist. If it is a financial problem, offer to help them set up a payment plan - or direct them to outside resources such as Medicaid.

Finally, try to enlist the patient's cooperation in solving the problem. Then follow up with the patient in a couple of weeks to make sure that there has been a resolution. If you can do this, you will be less likely to find yourself on the receiving end of a liability lawsuit due to an angry patient.