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 help to turn the tide for mood in the room.

- Monica Li, MD

When dealing with an angry patient, I find it most helpful to acknowledge, apologize and then move forward. If you walk in and immediately acknowledge that they are angry, tell them you understand why they are angry and apologize immediately it can deescalate the situation. I think most people just want to be heard and can then move on.

- Sarah Jackson, MD

Take a deep breath, allow them to vent for 1-2 min, then give a calm, thoughtful response including re-stating the patient’s concerns.

- Mark Kaufmann, MD

Managing an angry patient takes a lot of time and effort and can become emotionally draining. After the situation is resolved it is important not to let one negative patient interaction effect you for the rest of the day. It isn’t fair to your other patients or your staff if your mind is distracted and you remain upset all day. Additionally, taking home this negativity isn’t healthy for yourself or your family. After an interaction with an angry patient take a moment to reset and refocus so you can move on and don’t internalize the anger.

- Jeanette Black, MD