As nurses, we’ve all had a disgruntled patient. Whether they lashed out on us, or have physically or psychologically threatened us, “difficult” patients are everywhere, and they can appear in your workplace at any time.  These patients come with the territory. However, while you may not be able to control when they show up, you can definitely prepare yourself on the best ways to deal with them.

In this brief article, you will find our suggestions on how to approach difficult patients, as well as some tips on how to keep your cool while treating a disgruntled patient.

Remain Calm

We know, the first thing you want to do when someone says “remain calm” is to get even angrier. However, when it comes to dealing with patients, even the difficult ones, your demeanor will speak volumes about your professional integrity. By resorting to lashing back at them, not only will you not achieve anything, you will lose credibility with your patient and with your peers. Remember that when a patient acts out, they’re doing it out of feelings of anxiety and stress, not to personally attack you. People do not walk into a hospital for leisure. They are there because they need to be. They’re either there because they have a friend or family member hospitalized, or they could be there for themselves. So, when treatment is not going the way they want it to go, it’ll definitely be possible for them to lose their temper.

Talk To The Patient

Now that you’re able to remain calm in the face of an angry patient, it’s time to take a more active approach to deal with them. In most cases, patients just want to be heard. They need to ask questions and understand why they’re going through whatever circumstances they’re in the hospital for. In many cases, they simply don’t know how to voice their feelings in the presence of stress and anxiety, and they lash out because of this.

If this happens to you, you can have an active conversation with them using a soft, soothing voice, maintaining eye contact, and using their first name. Make sure to refrain from using negative or rude language, even when a patient is running their mouth. Instead, you could make suggestions, such as presenting them with their options on how to resolve their own situation, or by simply showing interest in them by asking, “Is there something specific that you need me to do for you?”, or “Can you tell me what you need?”

The important thing is that the patient is fully aware that you are taking them seriously, and are genuinely trying to find a way to improve their situation.

Empathy Is Key

The previous suggestions won’t be possible without empathy. A great way to remain calm is by acknowledging the patient’s difficulties, and understanding that their behavior might be fueled by emotion, rather than reason. Similarly, the only way to truly engage in meaningful conversation with a patient is by using empathy to put yourself in their shoes to fully understand what they’re going through and to decide the best way you could assist them.

Set Your Limits

If all else fails, and you can’t calm the patient down, you can freely leave the patient to their own devices, and state that you will be back in 15, or 30 minutes. Make sure to honor the amount of time you specified. The idea is for the patient to understand that when they’re being difficult, they will only receive the treatment necessary to cure their condition. In this sense, if they want better personal treatment, they need to rethink the way they are approaching the nursing staff.

Walk it Off

It’s difficult to keep your cool when you feel disrespected. However, it’s very important for you to maintain your professional integrity.  This doesn’t mean that you won’t have to find ways  to blow off the pent-up stress and frustration when dealing with difficult patients. If you’ve just had a nasty confrontation with a patient, be sure to walk it off afterward. Take a few deep breaths in the nurses’ lounge, have a cold glass of water, and take a few minutes to remind yourself that, as a nurse, these situations come with the territory.

Difficult patients will always be a part of this profession. There’s little we can do to avoid it, but because we can’t actively prevent these conflicts, doesn’t mean we can’t prepare for them. It’s our responsibility to develop approaches and systems that will allow us to deal with these patients in a professional and effective manner, in order to defuse stressful situations and ensure the best quality of care at all times.