Or for more specific content, you can always try our refined filters. As nurses, we can promote positive interactions by empathizing with patients, all of whom are managing more in life than their current symptoms or diagnosis. Remain calm, listen to what they are saying, ask open-ended questions. Strategies for dealing with challenging interactions Firstly, it is important to recognise and diagnose that you are in a difficult interaction. Ensure patients have a low threshold to return to the ED in uncertain situations. Show that you care: Personalise your practice and interactions (with patients or family) Keep others informed You'll notice a few things have changed on our website. When conflicts arise ... A proactive approach to managing conflict is preferred. Maintain eye contact, but not prolonged. When difficult interactions with patients and/or their family members occur, optimal care delivery can be compromised. Patients can lose control over their emotions and lash out at you; however, you will have to stay calm and composed as a nurse. Introduction . MPS is not an insurance company. It is advisable to speak in a conversational tone. Use the top navigation bar to access essential links from any page of the site. Verbalizing the difficulty can help define it. Start your search by choosing your profession and/or area of interest through the two dropdowns. A doctor who is perceived by their patients as someone who listens, appears caring and kind and is focused on their needs, can go a significant way to reducing their individual medicolegal risk. 3. Arguing, talking over the patient, or interrupting the patient can lead to a downward spiral in the interaction. Discuss the pros and cons of all the options and agree a solution that is acceptable to both the patient and the clinician. Drug–drug interactions can be pharmacokinetic or pharmacodynamic in nature,9, 10, 11 and are not exclusive to the elderly population. For exact terms, just use speech marks, e.g. Handling a challenging interaction A doctor’s reaction to a difficult interaction can make matters worse. Document this in the chart. Challenging behaviour and learning disabilities: prevention and interventions for people with learning. It is help… All the benefits of membership of MPS are discretionary as set out in the Memorandum and Articles of Association. These challenging encounters had a negative impact on practice life: 94% reported stress and anxiety, 77% believed their workload increased from dealing with the repercussions, and 66% said it caused delays in appointments. Pharmacokinetics (what the body does to the drug) involve the effects of one drug on the absorption, distribution, metabolism, or excretion of another drug. MG is not a painful condition; however, as pain management armamentarium includes drugs from diverse pharmacological groups and with potential for drug-drug interactions, managing pain in patients with MG can be challenging. These search tools can be used separately, or in conjunction with each other for the best results. After asking our members what they want in an online platform, we've made it easier to access our membership benefits and created a more personalised user experience. Elderly persons with dementia may present with challenging behaviors over the course of the illness. Defining the problem, naming it and externalising it from the patient and the doctor can help enormously in enabling us to ‘manage it’ effectively. We need to cultivate extra communication skills, to add to those we use day to day, to help in managing them. Practical top tips for managing challenging consultations: Control your own emotions: even though you might feel like screaming/crying/fleeing the room, try to get on top of your emotions so that they do not affect the consultation. Extrinsic factors will be the environment and people around them who can trigger a behavioural response. You should encourage the patient to suggest possible solutions before supplementing them with your own. Managing Challenging Patient Interactions – by Heather Hoyle, MPHE, PGCertlSP, PGCertTHE, BSc. We'll show you how it all works and it should only take a minute. All clinicians have patients they find particularly challenging. The patient should then be empowered to go forward with that solution. patients. The Medical Protection Society Limited (MPS) is a company limited by guarantee registered in England with company number 00036142 at Level 19, The Shard, 32 London Bridge Street, London, SE1 9SG. "record keeping". Your membership offers access to a wide range of risk management resources and support. When informing the patient of your position you should acknowledge the difficulty in the interaction, and explain the relevant personal and professional boundaries. When a difficult interaction does arise we firstly need to internally recognise and acknowledge that difficulty and then make a diagnosis of it. When placing boundaries, it is most important to ensure that the motivation for imposing the boundary by the clinician is in the patient’s best interest. Why not take our quick 60-second tour? Honestly express your views, opinions and emotions to others. Dealing with challenging patients will impact on a practice’s stress level and morale, which in turn can negatively affect patient care. Challenging interactions were found to impact on 88% of respondents’ practice working environment with 94% believing it causes stress and anxiety amongst the dental team, 73% feel it causes a fear of complaints and claims, and 67% reported it leads to delays in appointments. Reassure them and acknowledge their grievances. Last updated 14/11/2018, Dr Vanessa Perrott, GP and MPS Education Faculty Member, shares advice on managing difficult interactions with patients. When in the midst of challenging interactions with patients, physicians should avoid arguing, talking over patients, and making judgmental statements. Suboptimal management can lead to medi … Parkinson's disease is the second most common neurodegenerative disease worldwide, leading to a wide range of disability and medical complications. You will have to deal with various types of emotions like anger, fear, anxiety, hysteria, confusion, agitation, irritation and being over demanding. The complexity of the disease and its treatments make MG patients particularly susceptible to adverse effects of drugs. Theyre the ones who try your patience, push your buttons, and test your reserves of goodwill. But the more domains that come into play, the more difficult it is to manage the interaction effectively – partly because we may have fewer positive factors we can draw on to provide a counterbalance. -3, Managing challenging interactions with patients, Hope Family Medical Centre: Salaried GP / Partnership Opportunity, Hollow Way Medical Centre: Partner or Salaried GP, Milton Keynes University Hospital NHS Foundation Trust: Consultant in Emergency Medicine, Government of Jersey General Hospital: Consultant - General Surgeon with subspecialty interest in Vascular Surgery, Women’s, children’s & adolescents’ health. Most commonly, providers identify patients and families as “difficult” when the clinician is frustrated in the relationship or with how the patient seeks health care [ 1 ]. Narrow your search based on theme, field, format, article, type or location. Get to know them by asking a few questions about their family, work or interests; learn about their views and preferences; and acknowledge them as an individual (National Institute for Health and Care Excellence, 2012). More than half of GPs experience difficult interactions with patients every week, according to a recent poll by the Medical Protection Society (MPS). All clinicians have patients they find particularly challenging. CHALLENGING PATIENT INTERACTIONS: Every Dental practice has them: challenging patients. Talk straight: Be assertive. Our automatic thought processes tend to lead to reflex judgments, such as “the patient is a nuisance”; however, these do not help us or the patient. Mastering Difficult Interactions with Patients is a practical skills development workshop designed to give healthcare professionals competence in … Managing Difficult Patient Encounters - Renal and Urology News You might find yourself making subconscious changes in behaviour, such as body language and degree of listening. It is therefore more helpful to talk about difficult or challenging interactions rather than difficult patients. We'll save your profession in the "I am a..." dropdown filter for next time. When an individual displays challenging/difficult behaviours, demonstrate a desire to learn from them; listen more than talk. Watch a short video with highlights from the eighth annual conference held in London. Managing patients with Parkinson's disease in the perioperative hospital setting can be particularly challenging. Based on the pages you visit, we'll also provide useful links under the 'More' tab. Keep an adequate distance from the patient, but keep away from corners. Challenging patient encounters threaten the quality of life of those involved and are likely to lead to responses that negatively impact patient care. This can improve your ability to handle difficult encounters. Viewpoint: How GPs can manage challenging interactions with patients. Several factors contribute to making a patient interaction challenging, so understanding the reasons behind these interactions can reduce their frequency. Quote of the Month – Mark Twain A survey by Medical Protection suggested that over half of GPs face a challenging consultation with a patient on a weekly basis. In most cases, the problem is not most correctly or usefully framed as an encounter with a “difficult” patient. Greeting the patient with a smile and introducing themselves is an important start. Several factors contribute to making a patient interaction challenging, so understanding the reasons behind these interactions can reduce their frequency. We spoke to seasoned nurses to get their take on dealing with difficult patients. preferences and values of their patients or the people using their service. This is because it helps us consider a broader range of factors that contribute to the difficulty: in particular what we can do to help reduce the perception of that difficulty. Find out more information about the FREE Managing Difficult Interactions workshop that Medical Protection runs for members at various locations across the UK. Managing patients Working with challenging patients can be a drain on an office’s resources. Should you need to contact us, our phone numbers are always visible. Understanding the source of their frustration may help you find a solution. The different factors generally fall into four different domains; System, Disease, Clinician and Patient. A more practical and productive response to difficult interactions with patients requires the neurologist first to reflect on the potential causes. Nearly three quarters of respondents had experienced verbal abuse, while 74% had faced aggressive demands for treatment or drugs and 51% had witnessed violent or aggressive behaviour. You've already submitted a review for this item, Ask the expert – requests for medical records by police. It is also important to establish the patient’s view, as they may feel that there is no difficulty. Update 2015: Excellent review of dealing with the difficult patient who wants to leave Against Medical Advice. Managing difficult interactions with patients in neurology practices ... arise as a natural reaction to the challenging diag-nostic and therapeutic work that so often is a part of work in the clinical neurosciences. For challenging patients, set boundaries or modify your schedule if needed. On wards, try to ‘connect’ with patients you find challenging by identifying common ground. Difficult interactions are hopefully uncommon but are a part of life as we interact in healthcare settings with colleagues, patients and families. However, challenging situations may also arise ... to remember that the vast majority of interactions with patients will be positive ones. C. 6, … The information within this article was correct at the time of publishing. Establish what the difficulty is and where it lies. 4. Select your profession and the type of content you’re looking for from the dropdown menus or type your criteria in the search bar. 1. A June 2018 Dental Protection survey of members in South Africa found that 50% of dentists are experiencing more demanding patients with higher expectations. (Hons), BA(hons), Dip.N (Mental Health), Dip.Dementia Care . The final step is discussing a way forward. A hallmark of many difficult patient interactions are expectations from a patient that are challenging or impossible to meet. We have all had consultations where the interaction was not optimal, either as medical practitioners or as a patient ourselves. challenges . The keys to managing encounters with manipulative patients are to be aware of your own emotions, attempt to understand the patient's expectations (which may actually be … One of the first key steps in dealing with difficult interactions is realising that “difficult” is a statement about our discomfort rather than the patient. A drug–drug interaction can be defined as the effect that one drug has on another. There’s no one-size-fits-all answer that applies to every situation, but there are strategies you can use to help navigate tricky interactions with difficult patients. If you are currently in a challenging Now you've seen all of the updated features, it's time for you to try them out. Writing for GPonline, MPS medico-legal adviser Marika Davies looks at steps practices can take to handle these encounters. Being able to effectively handle these difficult interactions has many benefits, including: a better relationship with the patient lower risk of complaint or patient dissatisfaction It is critical that the patient feels that the clinician fully appreciates their position. MPS Educational Services has developed the A.I.D.© model, which is a reminder of the important steps required to help find an effective solution – to move the interaction beyond debating points of difference to a mutually agreeable outcome. And interventions for people with learning neurology practices: a practical approach and patient setting can particularly. With an opportunity to explain what has angered them records by police can trigger a behavioural response to the... Factors will be the environment and people around them who can trigger a behavioural response of all the and! Are expectations from a patient that are challenging or impossible to meet clinician and patient the factors. 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