Challenging Patients

Question 1

Patient factors of a patient becoming difficult

Answer 1

•alcoholism
•borderline personality disorder
•unrecognised psychiatric disorder
•previous experience of poor or disappointing care
•egotistical elements

Question 2

Practitioner factors in a patient becoming difficult

Answer 2

•Strong assumptions of how a patient should behave
•Narcissism
•Cultural gap
•Lack of experience
•Poor communication skills

Question 3

Healthcare system factors to a patient becoming difficult

Answer 3

•Lack of continuity of care
•growing multicultural societies
•pressures of departure
•possible increase of patient mistrust
•confusion with modern technology

Question 4

What are the classic 4 types of challenging patients?

Answer 4

Dependent Clingers - attention seekers
Entitled demanders - intimidating
Manipulative help rejectors - pessimism
self destructive deniers - trying to defeat the healthcare practitioners

Question 5

General strategies within a health care setting

Answer 5

•determine patients agenda
•identify your agenda
•identify your emotional reactions to the patients
•negotiate a plan
•refer to a colleague if needed
•record as an incident
•establish common goals

Question 6

What are contributing factors to an angry patient?

Answer 6

•fear
•hurt
•disappointment
•powerlessness
•depression
•head injury

Question 7

What are LEAPS stand for

Answer 7

• Listen
• Empathise
• Ask Them
•Problem solve
• Speak without blame

Question 8

What does KEEP CALM stand for?

Answer 8

• Knowledge
• Expel Prejudice
• Express Concern
• Position Appropriately

• Confront with Care
• Avoid Touch
• Listen
• Manage