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Begin with a familiar tone: Dear Mr X, It was a pleasure to meet you (box 1). Later, a more formal tone may be appropriate, for example: This letter summarises the information we discussed about your heart condition.
Heres how: Use your words. In the moment, its easy to struggle to maintain your composure when a patient is being rude. Use a growth mindset. Getting defensive about your actions doesnt help anyone. Use I statements. When you respond, make sure you use I statements to prevent the patient from feeling attacked.
How to deal with a difficult patient Create a suitable environment. Listen carefully. Give an empathetic response. Identify the cause of the problem. Ask for help. Repair the relationship. Maintain professionalism. Use appropriate nonverbal communication.
Take a deep breath, and remember: You dont have to take it personally. Refrain from angry or defensive language with difficult patients or coworkers. Be mindful not only of the words you say but of the message your body language is sending. Stay calm, caring, and in control.
How to respond to upset or angry patients Notice theyre upset: You look really upset. Listen to their story: Tell me all about it. Show empathy: I am so sorry that is happening to you. Get their input for a solution: How would you like me to help? Offer next steps: Heres what I am willing to do.
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People also ask

When youre setting boundaries with patients, you should give them a reasonable limit and then if they dont meet it, youll know to escalate the situation to the next level. For example, if a patient is angrily walking toward you, you might say That tile on the floor is the line you may not cross.

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