As nurses, we sometimes encounter patients and their families who are difficult to work with. These individuals may be demanding, uncooperative, or even hostile. While these situations can be challenging, we must develop strategies to handle them effectively. Here are a few of the approaches to handling difficult patients and relatives:
Understand the Patient’s Background
It is important to understand that difficult behavior may be a result of the patient’s underlying condition, personality, or previous experiences. For example, patients who are in pain, anxious, or feeling vulnerable may be more likely to act out. It is therefore important for the nurse to try to understand the patient’s background and perspective and tailor your approach accordingly.
Be Calm and Stay Objective.
It is essential for the nurse to remain composed and calm when dealing with difficult patients. This will help you maintain control of the situation and prevent it from escalating. It is also important for nurses to remain objective and not take patients’ and relatives’ behavior personally when dealing with their difficult behavior. Try to focus on the patient’s needs and the care that you are providing, rather than getting caught up in their emotional reactions.
Empathy is one of the essential qualities of a nurse. It is an important skill when dealing with difficult patients and their families. Showing empathy means acknowledging the patient’s feelings and concerns and trying to see the situation from their perspective. The nurse can use phrases like “I understand how you feel” or “I’m sorry you’re going through this” to demonstrate empathy.
Use Effective Communication Techniques
Effective communication is key when dealing with difficult patients and their relatives. Make an effort to listen actively to the patient or family member’s concerns. Use active listening skills, such as repeating back what the patient has said to ensure you have understood their concerns correctly. Using open-ended questions encourages the patient to talk and express their concerns. This will show that you care about their needs and are willing to work with them.
Know When to Seek Help
It’s important to know when to seek help from colleagues or a supervisor. If you are feeling overwhelmed or unable to manage a difficult patient or family member, don’t hesitate to ask for assistance from colleagues or a supervisor.
Involve the Patient in their Care
The patient is at the center of care. Empowering the patient and involving them in their care can help reduce difficult behavior. Encourage the patient to participate in their care plan, and explain the reasoning behind any treatments or interventions. This can help allay the client’s anxiety.