Last updated on Jul 24, 2024

Confronted with a verbally aggressive patient, how can you uphold your professionalism in Patient Advocacy?

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As a patient advocate, you're the bridge between healthcare providers and patients, ensuring the latter's needs and concerns are addressed. However, when faced with a verbally aggressive patient, maintaining professionalism can be a challenge. It's crucial to approach the situation with empathy, active listening, and clear communication, while also setting boundaries to protect your own well-being. This article will guide you through strategies to uphold your professionalism in the face of adversity, turning difficult encounters into opportunities for positive outcomes.

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Leonard Sowah, MBChB, MPH, AAHIVE, FACP

Physician Researcher | Expert in HIV & Viral Hepatitis | Proven Leader in Clinical Trials & Data Integrity | Published…

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1 Stay Calm

When confronted with aggression, it's essential to remain calm and composed. Your ability to manage your emotional response sets the tone for the interaction. Take deep breaths and remember that the patient's behavior is not a personal attack, but rather a manifestation of their frustration or fear. By maintaining a calm demeanor, you can defuse the situation and demonstrate to the patient that you are there to support them, not to escalate the conflict.

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Leonard Sowah, MBChB, MPH, AAHIVE, FACP

Physician Researcher | Expert in HIV & Viral Hepatitis | Proven Leader in Clinical Trials & Data Integrity | Published Author & Strategic Innovator | Champion for Health Equity
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One needs to understand that verbally aggressive patients are responding to situations related to their illnesses and the feelings of helplessness associated with having to rely on us or the system. It is thus very important to show an interest in what they are going through by calming yourself down and so you can listen. Speak slowly and calmly and ask simple clarification questions. Allow them to speak but use pauses to guide the conversation towards separating the emotions from the problem. In some cases the effort made in that direction diffuses the situation because they may feel that their problems at least has been acknowledged. In some cases that may not be adequate but the effort made in listening and staying calm always pay off

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2 Listen Actively

Active listening is a cornerstone of effective patient advocacy. When dealing with an aggressive patient, it's important to listen carefully to their concerns without interrupting. This shows respect and validates their feelings, which can often alleviate their anger. Reflect back what you've heard to ensure understanding and to convey that you take their issues seriously. This can help build trust and open the door to finding a resolution.

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AbdulRahman Ashraf

Patient Care Coach IQVIA | General Dentist
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Active listening will help you achieve two things: 1) Acts as a mechanism of venting out. Patients will eventually calm down once they encounter a person that actually listens to them. 2) Key technique to identify the actual issue. By discarding unnecessary aspects as behavioral problems, nonverbal and para-verbal cues, etc., you can eventually pinpoint the actual problem.

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3 Communicate Clearly

Clear communication is vital when navigating a tense situation. Speak with a steady, reassuring voice and use simple language to avoid misunderstandings. Be transparent about what you can do for the patient and set realistic expectations. If necessary, explain any limitations or policies that may affect their situation. Effective communication can prevent the escalation of aggression and lead to a more constructive dialogue.

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Grace Medora Stryker, RN

Nurse Writer and Editor | Pediatric Triage Nurse, Clin-III @ VCU Health | BSN, RN, PALS, NRP
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Tense situations require slow, thoughtful words and actions. Consider using a de-escalation process: - Stay calm, avoid over-reacting. - Listen carefully. Do not interrupt if possible. - Say "I'm sorry you're experiencing this." or "Thank you for bringing this to my attention." - Be empathetic and non-judgmental. - Focus on the patient/family's feelings. - If the escalated behavior continues, try setting limits, offer a positive choice. Say, "I'm here to help. however, our communication needs to be respectful." - Ask the patient/family member to stop the specific behavior, such as "Please lower your voice," or "please stop using profanity." - Documentation! Make sure to clearly and professionally document the interaction, if appropriate.

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4 Set Boundaries

While empathy is important, setting professional boundaries is equally critical. Make it clear that while you are there to help, abusive language or behavior is not acceptable. Establishing these boundaries not only protects your dignity but also reinforces a respectful environment for all parties involved. It's a delicate balance, but one that is necessary for maintaining professionalism in the face of verbal aggression.

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5 Offer Solutions

Moving the conversation from confrontation to resolution is key. After understanding the patient's concerns, offer practical solutions or alternatives. If an immediate solution is not available, assure the patient that you will follow up on their issue and keep them informed. By focusing on problem-solving rather than the aggression, you can shift the dynamic towards a more positive interaction.

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6 Follow Up

Following up after a heated exchange demonstrates your commitment to the patient's well-being and can help repair any damage to the relationship. It also provides an opportunity to reflect on what happened and to discuss any changes or improvements that can be made. This follow-through is a crucial aspect of patient advocacy and reinforces the trust and respect between you and the patient.

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7 Here’s what else to consider

Hier können Sie uns Beispiele, Geschichten oder Erkenntnisse mitteilen, die nicht in einen der vorherigen Abschnitte passen. Was möchten Sie noch hinzufügen?

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Ashleigh Wilson

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In my experience as a patient advocate, one of the most impactful moments was when I helped a family navigate a complex healthcare system to secure necessary treatment for their elderly mother. Despite facing numerous obstacles and a lack of initial support, persistent advocacy and clear communication with healthcare providers led to the elderly lady receiving the care they needed. This reinforced my belief in the power of patient advocacy and the importance of resilience and compassion in overcoming challenges.

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Confronted with a verbally aggressive patient, how can you uphold your professionalism in Patient Advocacy?

1

2

3

4

5

6

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1 Stay Calm

2 Listen Actively

3 Communicate Clearly

4 Set Boundaries

5 Offer Solutions

6 Follow Up

7 Here’s what else to consider

Patient Advocacy

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Confronted with a verbally aggressive patient, how can you uphold your professionalism in Patient Advocacy?

1

2

3

4

5

6

7

1 Stay Calm

2 Listen Actively

3 Communicate Clearly

4 Set Boundaries

5 Offer Solutions

6 Follow Up

7 Here’s what else to consider

Patient Advocacy

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Danke für Ihr Feedback

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