By Hannily Cooke –
Here are my tips for managing challenging consultations. Such scenarios may include:
– Breaking bad news
– Managing the angry patient
– Handling a complaint
– Difficult referral
So, to manage these effectively, try following these steps:
1. Introduce yourself confidently; ‘Hello my name is………I am a ED Doctor, please can I take your name?’ ‘How can I help today?’
2. Pause, let the patient offload their worries, anger, concerns
3. Listen and don’t interrupt
4. Use open body language, for example, offer them a seat
5. Acknowledge their feelings. Try saying ‘ 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
Best,
Hannily
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