How to Handle Angry Patients
Angered patients are not new to the healthcare setting. They often get agitated when they are not satisfied with the service. In order to effectively handle angry patients, you need to know why they’re mad. Here are some common reasons why:
- Long waiting hours.
- Delayed treatment.
- Problems at home
- Having a bad day.
- Short temper
- Inaccurate medical result/s
Indeed, dealing with angry patients can be a handful. It doesn't matter if you are a doctor or a medical staff, you may still encounter them every now and then. Here are some suggestions on how to handle angry patients:
- Speak in a calm manner
Being calm is the most important thing when talking to angry patients. Give them your full attention, sit with them, and ask them their concern. If it's something you can help them with, assist and guide them. Try to show genuine care and empathy to their issues. Hence, their anger will subside later on.
- Show good body language
There may be a possibility that someone might get hurt, especially when the patient is displaying aggressive behavior. By displaying good body language, it will help them loosen up a bit and mirror your calm demeanor. You can do this by keeping a friendly face, gentle hand, and soft eye contact.
- Be "all ears"
Some patients may become demanding when they feel that you’re not listening to them enough. To avoid this, you need to know the underlying cause of their problem. Listen to them and understand their concern. Consider their feelings; they might just be going through hardships lately.
- Root out their conflict
Try to uplift their emotions slowly by asking them in a gentle manner. Let them finish explaining their side first before you inquire again. Also, be sure to take note of every detail they are expressing. In this way, you might find the right solution for them. Take a moment to recall the last time you felt angry and how you would have wanted to be treated in that particular situation.
- Share comforting "humor."
While dealing with angry patients, you can also redirect their attention through subtle humor. Do this when they are trying to calm down. If laughter is appropriate — share it with them. It can be a funny joke, a funny video, or an amusing post on social media. These could help them calm down or keep their cool. However, you might annoy them if you try to get them to change the subject. If this strategy works, it would be best to use it for individuals without extreme aggressive behaviors.
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