21/04/2024
Tips for managing challenging consultations; these may include;
- Breaking bad news
- Managing the angry patient
- Handling a complaint
- Difficult referral
An example of a way to start these interactions is as follows;
- A confident introduction; ‘Hello my name is………I am a ED Doctor, please can I take your name?’ ‘How can I help today?’
- Pause, let the patient offload their worries, anger, concerns
- Listen and don’t interrupt
- Use open body language, offer them a seat
- Acknowledge their feelings ‘ I can see you are angry/upset/disappointed, and I am sorry you are feeling this way’
This structure will create a calm and confident introduction, providing a firm base for the rest of the consultation. To learn how to continue this consultation and for other challenging scenarios take a look at our interactive workshop courses
Introduce Yourself: Might seem simple, but there are lots of new face rotatingthrough department on a frequent basis. This along with working shift patterns means itmay take a while to get to know all members of the team. Take the initiative to introduceyourself to your colleagues. A friendly smile....
