No nurse or caregiver expects to be confronted by an angry patient, but it happens more often than not.
It is usually most unexpected and catches you by surprise.
It is quite natural to react immediately either by getting irritated and angry or by walking away.
1. Remain Calm
The best thing to do is to remain calm.
It may not be easy to do, but just remember that being calm is like pouring water on fire.
Avoid raising your voice when talking to the patient.
2. Exit Routes
Check out your exit routes in case they become violent and throw something at you.
You may need to duck or run.
If you have to deal with a patient who has a reputation of
being angry, never find yourself in a situation where you can be cornered.
Try to engage them in calm conversation.
If they continue talking, listen carefully to what is causing the anger.
Talking with them is one way you can diffuse the anger.
4. Be Understanding
Show empathy and understanding and never get tired of apologizing.
Let them know that you are there to support them.
Sometimes it is easy to want to prove that you are right and they are wrong.
I’ve learned not to waste too much time trying to prove anything to someone who is ill and in pain.
5. Define Your Motive
When a patient is upset it could be due to a misconception or misunderstanding.
It is important to try to make them understand that whatever you do for them, your motive is to make their health better.
How do you deal with an angry patient?
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