Last updated on Jul 4, 2024

A patient is upset with the healthcare system. How can you address their anger effectively?

Encountering a patient who is visibly frustrated with the healthcare system can be a challenging situation. As a patient advocate, it's essential to approach such scenarios with empathy, understanding, and a strategic set of actions to help alleviate their concerns. The complexity of healthcare can often leave patients feeling overwhelmed and unheard. Your role is to bridge the gap between the patient and the healthcare providers, ensuring that their voice is not only heard but also acted upon. The following guide provides a step-by-step approach to addressing a patient's anger effectively and restoring their confidence in the healthcare system.

1 Listen Actively

When a patient is upset, the first and foremost step is to listen actively to their concerns. This means giving them your undivided attention, acknowledging their feelings, and validating their experiences without interruption. By doing so, you help build trust and rapport, which is crucial for effective communication. Remember that the goal is not to fix the problem immediately but to understand the patient's perspective fully. Active listening also involves asking open-ended questions to gather more information and clarify their issues, which is essential for finding a suitable resolution.

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Mohamed Sadig

C(ASCPi)CM, DHA(MLT), BMLSc
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1. Tune-in early 2. Actively listen 3. Remain calm 4. Start with “I’m sorry 5. Acknowledge feelings 6. Position providers as an ally—not an adversary 7. Find options, and suggest solutions 8. Act quickly 9. Empower everyone 10. Learn from fixing the problem

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Benny Sheridan

Saving you time, energy and money
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It’s helpful for patients to take notes and keep track of their symptoms and have an a good friend who can accompany them to appointments and offer their opinion about the situation. Having good data readily available is helpful for patients who need to know and understand their own experiences. Patients know their own bodies and the importance of listening to your own intuition.

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Jacatherine Mason

Compassionate hardworking Certified Nursing Assistant over a decade of experience, I love caring for the elderly or need a little extra TLC
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I agree actively listening is a breath of fresh air. Everyone wants to be heard, but very few want to listen. Reactive listening comes from a place of defense.

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2 Show Empathy

After listening, it's important to express empathy towards the patient's situation. Empathy involves more than just understanding their feelings; it's about conveying that you genuinely care about their well-being and are there to support them. Use empathetic language and non-verbal cues to demonstrate that you are on their side. This step is vital in diffusing anger as it reassures the patient that their concerns are being taken seriously and that they are not alone in navigating the complexities of the healthcare system.

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Jacatherine Mason

Compassionate hardworking Certified Nursing Assistant over a decade of experience, I love caring for the elderly or need a little extra TLC
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I actually agree, empathy is very important, we have to show the compassion we so desperately seek, from others. I treat anyone with kindness

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3 Identify Issues

Once you have listened and empathized, the next step is to identify the root causes of the patient's anger. This involves analyzing the information provided by the patient to pinpoint specific issues within the healthcare system that have led to their dissatisfaction. It could be anything from long wait times, miscommunication, or feeling neglected by healthcare providers. Identifying these issues accurately is key to addressing them effectively and preventing future occurrences.

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Shahrzad Shariatpanahi

Follow me for insights into biomedical engineering, and healthcare innovation. Unique blend of technical expertise, community building, and passion for patient safety sets me apart!
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To identify the core issue when a patient is upset with the healthcare system, you can follow this example: Schedule a private meeting with the patient. Encourage them to share their experience without interruption. Inquire about specific incidents, such as "Can you describe what happened during your last visit?". Look for recurring themes in their complaints, such as long wait times, poor communication, or billing issues. Review the patient’s medical records and interaction history to understand the broader context. Confirm details with relevant staff members and departments. This way, and by systematically gathering and analysing information, I believe that you can pinpoint the core issue and address it effectively.

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4 Offer Solutions

With a clear understanding of the issues at hand, you can now offer practical solutions. This might involve advocating for the patient with healthcare providers, helping them navigate insurance complexities, or connecting them with resources for additional support. It's essential to provide options that are realistic and actionable, giving the patient a sense of control over their healthcare journey. Always explain the steps you will take on their behalf and what they can expect moving forward.

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5 Set Expectations

Setting realistic expectations is crucial in managing a patient's anger towards the healthcare system. It's important to be honest about what can be achieved and the potential limitations. This transparency helps to prevent further frustration and sets a clear pathway for resolution. Discuss timelines for when they can expect updates or outcomes, and make sure they understand the process involved in addressing their concerns.

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6 Follow Up

Finally, following up with the patient is an essential step in ensuring that their issues are being addressed and that they feel supported throughout the process. It demonstrates your commitment to their case and provides an opportunity for them to give feedback on the solutions provided. Regular follow-ups also allow you to monitor the situation and make any necessary adjustments to the action plan. This ongoing communication is key to maintaining trust and ultimately resolving the patient's anger with the healthcare system.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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A patient is upset with the healthcare system. How can you address their anger effectively?

1

2

3

4

5

6

7

1 Listen Actively

2 Show Empathy

3 Identify Issues

4 Offer Solutions

5 Set Expectations

6 Follow Up

7 Here’s what else to consider

Patient Advocacy

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A patient is upset with the healthcare system. How can you address their anger effectively?

1

2

3

4

5

6

7

1 Listen Actively

2 Show Empathy

3 Identify Issues

4 Offer Solutions

5 Set Expectations

6 Follow Up

7 Here’s what else to consider

Patient Advocacy

Rate this article

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