How do you deal with mean patients?

[xnfs93hy]

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Every once in a while when you work in a medical center/hospital, you are always going to come across one frustrated patient.

I have had the liberty of having disgruntled patients actually follow me because they wanted answers and no one else could give it to them. Well, alright, there was this one fat lady who was really pissed off and just got up and started following me yelling "Come back here boy!".

But it is usually in the ER and areas of that sort where patients are really frustrated. How are you supposed to deal with this? Like, the nurse will tell me to go into a room and do something, like raise/lower the bed or do some other minor task and the patient will start yelling at me. Or they will start yelling at me because they have been waiting three hours because their leg has been fractured or something of the like. Do I just tell them "There are people coming in here with much more severe problems than you, but don't worry because you are always being watched by cameras in here so don't think that we have forgotten about you because we haven't?"

I've been telling a lot of patients that but some of them just don't get it, and I honestly can't think of anything else to say.

What I cannot stand though is when I get an order from a physician to basically wheel the patient up to the OR level/floor or to a test and the patient starts screaming/yelling or tries to CLIMB out of the bed.

I am probably the ONLY volunteer who has to do with this, I always get the bad patients, always. Why can't they have me wheel a little old lady to X Ray instead?

 

[Depakote]

But it is usually in the ER and areas of that sort where patients are really frustrated. How are you supposed to deal with this? Like, the nurse will tell me to go into a room and do something, like raise/lower the bed or do some other minor task and the patient will start yelling at me. Or they will start yelling at me because they have been waiting three hours because their leg has been fractured or something of the like. Do I just tell them "There are people coming in here with much more severe problems than you, but don't worry because you are always being watched by cameras in here so don't think that we have forgotten about you because we haven't?"

I've been telling a lot of patients that but some of them just don't get it, and I honestly can't think of anything else to say.

Most normal people who wind up in the ER don't want to be there. They're sick, or in a lot of pain. Sure there are other people who's cases are more critical and need more immediate attention, but that doesn't mean you can discount the fact that the patient in front of you is uncomfortable.

So, if you take a normal person... give them a broken bone or some other acutely painful condition and make them wait for 3 hours. Yeah, they're going to be frustrated, anxious and more than a little agitated, regardless of the reason. You need to understand this and accept this because it's not their fault, it's the broken leg's fault.

Being sick is a big stressor. Different people cope with stress in different ways. Sometimes you get to be the vent for that stress. As long as people are letting it off in healthy ways... fine.


Try empathizing with your patients. Tell them you're sorry it took so long and you guys are doing your best to take care of everyone as quickly as possible. Don't trivialize their pain by telling them there are people with worse conditions that need to be seen first. It might be true, but that's not the best way to deal with someone that just wants to be seen.

 

[TheMagicCookie]

First of all, I probably wouldn't be telling the patients that there are "more serious patients coming in than you"...it sounds like their case isn't important and that it isn't being taken in such a manner. You most likely do not know the person's medical history or current problem, so basing their status on appearance is not a wise thing to do. Just because the patient appears to be stable does not always mean that they are or could decompensate at any moment.
Having said that. Don't take a patient's behaviors and actions to heart. Many people show fear and anxiety in the form of anger and hostility, it may not actually be the person's true personality. Yes, some people are just grumpy and unhappy by nature, but it doesn't need to affect you. I've had many situations dealing with surgery patients that are unpleasant. The best thing to do is be polite, show respect and don't hang around any longer than you need to. Try to talk to them once and if they don't seem receptive or welcome the conversation, finish up and leave in a timely manner.

 

[TheMagicCookie]

Depakote got to it before me or I wouldn't have said pretty much the same thing lol

 

[Maygyver]

I agree with both the above posts. It seems pretty rude to tell them that there are people with more serious injuries instead of just apologizing about their wait due to being busy, etc.

 

[xnfs93hy]

I agree with both the above posts. It seems pretty rude to tell them that there are people with more serious injuries instead of just apologizing about their wait due to being busy, etc.

Yes, but they are still being watched. I reassure them that they haven't been forgotten and that we ARE doing everything we can, moving quick to get to everyone that has been waiting.

I have never just straight up said "There are people coming in here with worse conditions than yours". THAT is rude. I have told some patients that but I have told them in a much nicer way. Like if they ask my why it is taking so long.

 

[URHere]

If you're volunteering, why not ask the patients if there is anything you can do to make them feel more comfortable while they wait? People in the ED are bound to be frustrated, tired, and occasionally hostile, but they are less likely to take it out on you if they know you are on their side.

Instead of just walking in to adjust something, why not go into the room and say, "Ms. So and so? I'm sorry you've been waiting for so long, I just wanted to come in to see if there's anything I can do for you while you wait." Even if it means that you just sit and talk to the patient for a few minutes, you could do wonders for that person's mood. I personally think that's the most important thing that a volunteer can give to a patient: time. Doctors, residents, and students don't usually have the time to just sit with a patient and let them vent, but more often then not talking (and being listened to) is what is going to make a patient's experience positive.

 

[Local]

Jeff, just be nice to the people. Walk in with a smile on your face. Most people in the ED just want to talk to you a little bit, and they dont like it when you shrug them off. Just try to be friendly, and if they ask you something, just say i'll find out for you. Try to be friendly to everyone, and they will usually calm down a little for you. Well, except when the patient is a little kid. They patient isnt bad, but-oh snap- dont mess with the mom. Those mothers are unrelenting in their rage to get you to make their kid better, but besides that one exception most patients can be calmed down.

 

[Forthegood]

Your a volunteer. So do volunteer-like work and go talk to them. Shoot the metaphorical **** and talk to them. Explain why there is a wait, see if you can strike up a conversation about something, or go get them a warm blanket.

Either way, most people in ER are very uncomfortable, and it can make a difference just to talk to someone who works there, even if they have no clinical impact. It is part of the job. I think that longer you work there, the more natural it will get, and before long you can talk to just about anyone about anything.