What to do:
- Introduce yourself
- Move pt\family from hallway to a private room
- Sit at the same level of the pt, not too close and not too far
- Body language: nodding, maintain eye contact
- Use soft\calm voice
- Validate their emotions: “I can see you’re angry”, “You look really upset”
- Allow them to explain the situation by asking open-ended questions and vent their anger fully
- Respond sympathetically: “I’m sorry this is happening to you”, “I’m sorry you feel this way”
- Briefly restate the problem and summarize the situation
- Ask what you can do: “How can I make this situation better?”
- Tell them your plan: “Here’s what I suggest”
- If they refuse, ask them what are you going to do instead and why?
- If you can’t solve the problem, refer them to the person who can
- Thank the pt: “Thank you for sharing this with me, it’s really important that we completely understand each other”
- Transition to the reason of visit: “Well now that you finally got to see me, what can I do for you today?”
What not to do:
- Don’t interrupt outburst
- Don’t take it personally
- Don’t say:
- “I disagree”
- “There’s nothing I can do”
- Don’t patronise the pt
- Don’t get too close to or touch the pt
- Don’t block the pt’s exit route
- Don’t put the blame on others/seek to exonerate yourself
- Don’t make unreasonable promises