Managing Angry Patients #PACPearls
The Practice Advisory Committee has put together a list of pearls to help manage angry patients. Anger in some situations is a secondary emotion. I try to identify and address the primary emotion instead of the anger. For example, fear and anxiety are two primary emotions that can result in anger. Reassuring the patient by addressing their fear and anxiety helps dissipate the anger. - Molly Hinshaw, MD Listen, 90% of the time an angry patient just wants to be heard. And often they have a valid point. I always say I hear you, let me take care of your skin, and then I’m going to make sure that your problem gets taken care of. And if it’s my fault, for example running late, I apologize and move on. - Deirdre Hooper, MD Listen with empathy. Let the patient express what they would like to say and acknowledge their frustration to deescalate the situation as much as possible. Even several minutes of letting the patient talk without interruption can really he