Handling Angry Patients (Telephone consultation)

Examiner feedback summary from free mock session conducted on 17/06/2024.

Data Gathering

• Telephone Etiquette:

  • Always introduce yourself clearly.

  • Confirm the caller's full name and relationship to the patient.

  • Ask if they can hear you clearly.

  • Confirm the callback number in case the call is dropped.

• Elaborating the Complaint:

  • Begin by addressing the core reason for the patient's anger (e.g., not being informed about a medication change).

  • Explore why this was so important to the caller.

  • Ask if the caller had previously requested to be informed about changes. This helps gauge the severity of the issue.

• Additional Information:

  • Determine if the patient has capacity to make decisions.

  • Inquire about the existence of a Lasting Power of Attorney (LPA).

Management

• Explain the Diagnosis:

  • Clearly explain the patient's condition (hypothyroidism) and the standard treatment approach.

  • Reassure the caller that the medication change is positive, indicating improvement.

• Validate Feelings:

  • Acknowledge the caller's anger and apologize for the lack of communication.

  • Emphasize understanding and agreement.

• Offer Solutions:

  • Discuss how the caller would prefer to be notified of future changes.

  • Document this preference in the patient's notes.

• Provide Support:

  • Offer resources (e.g., contact information for the GP manager, PALS – Patient Advice and Liaison Service) to escalate concerns if needed.

  • Suggest additional support relevant to the patient's condition.

Interpersonal Skills (IPS)

• Prioritize Empathy:

  • Use phrases like, "I can understand why you're angry" or "I'm so sorry this happened."

  • Validate their emotions regularly throughout the conversation.

• Mnemonic: EVE (Explore, Validate, Empathize)

  • Explore: Acknowledge their feelings.

  • Validate: Confirm their perspective is understandable.

  • Empathize: Express genuine sorrow for the situation.

• Avoid Defensiveness:

  • Don't make excuses or minimize the issue.

  • Focus on understanding and addressing their concerns.

Two-Minute Bell Strategy

• Remember the 3 F's:

• Safety Netting: Briefly mention warning signs or symptoms to watch for.

• Leaflets and Pamphlets: Offer educational materials for them to review later.

• Follow-up: Schedule another appointment to discuss ongoing concerns and ensure everything is addressed.

Additional Tips

• Practice angry patient scenarios with colleagues, emphasizing harshness to simulate exam conditions.

• Structure your responses, addressing data gathering, management, and IPS systematically.

• Always prioritize patient safety and well-being.