Dealing with angry patients
With healthcare services stretched, frustrations can arise among patients and relatives. Mandy Day-Calder offers some suggestions about how to respond when feelings run high
I have a ‘milestone’ birthday this year and by this grand ‘old’ age I know myself well. I am usually patient and tolerant. Yet I was shocked recently at how angry I became during a lengthy call to a mobile phone customer service team.
Although there were factors in my defence, I have pondered why I got so irritable. My frustrations were not, on the whole, aimed at an individual. Instead I felt powerless against ‘the system’.
Having reflected on the ordeal, it seems easy to draw parallels with how patients and relatives may feel when faced with an over-stretched healthcare system.
How you respond to their anger will have an impact,...
Want to read more?
Unlock full access to RCNi Plus today
Save over 50% on your first three months:
- Customisable clinical dashboard featuring 200+ topics
- Unlimited online access to all 10 RCNi Journals including Nursing Standard
- RCNi Learning featuring 180+ RCN accredited learning modules
- NMC-compliant RCNi Portfolio to build evidence for revalidation
- Personalised newsletters tailored to your interests