Nurse listening to a difficult patient with compex issues

There are many different types of complex patients. I have listed a few here:

Treats you or staff members poorly, particularly over minor problems

Closely analyzes their bills to look for ways to get free work/ procedures

Must consult with others before making decisions, even simple ones

Assures you that a task is simple while requesting complex systems or customized details

Demands tight deadlines and expects you to meet them although you have other responsibilities and patients
Acts as if they know your job as a nurse better than you do, and tells you everything you're doing wrong

So, why deal with a difficult patient? Couldn’t you just finish your work without having to stop and deal with them? No, no you cannot. The outcomes of dealing with a difficult patient can be as different as each of us, but I have listed a few:

Takes up precious resources
Makes you do your best
Makes you reconsider your policies, procedures, etc
It is emotionally draining, and stressful on you and your staff

What should your plan be? Here are some suggestions for a plan for your staff and yourself.:

1. Set clear expectations to avoid disagreements from the start

Task objectives
Responsibilities (yours and the patient’s)
Communication procedures
Points of contact
Budget - how many people are going to work on this task going forward?
Protocol for managing changes

2. Stay Calm/ Avoid defensive posture

Watch your body language! You may be calm on the inside, but your body language (crossed arms, furrowed brows) says, “Watch out, I could explode!”

3. Listen closely to their concerns. Is the problem with you, or with the patient?

Look through a patient’s perspective
Let the patient tell their story

4. Ask for specifics; get the details in writing

5. Don't take it personally

6. Identify the problem, and repeat it back for clarity

7. Suggest/ Identify a solution

8. Reply promptly

9. Written contract - write down any changes as you go with the date and time.

10. Have the client sign the contract.

11. When you need to vent, do it elsewhere and away from where a patient can overhear you. Neither your staff or yourself, should ever be venting to other clients about frustrations, or venting within the patient's hearing.

12. Just say “no” regarding abusive language or behavior towards youself or your staff.

Understanding and working with a difficult patient

Dealing with a difficult patient, or client requires the same attention to detail. When working with students prepare for the NLCEX, I had to be detailed to ensure I remembered everything. The same goes for your difficult patient; be very attentive to the details. You can do this!

How to Deal With Difficult Clients: 9 Proven Tactics | HoneyBook. https://www.honeybook.com/blog/how-to-deal-with-difficult-clients