Managing an angry patient is an inevitable part of a healthcare provider’s life. Research shows that up to 15% of patient interactions are considered “difficult” by their providers. [1]
This means having a well-defined staff protocol to handle angry situations is essential for effective patient management.
Read on to learn six steps you should take in an angry patient scenario.
Key Takeaways
- Try to understand the underlying reasons behind a patient’s anger, as it masks emotions like fear or disappointment and stems from unmet expectations or miscommunications.
- Practitioners should use reflective listening to show empathy, assessing both verbal and non-verbal cues to better comprehend patient concerns.
- Maintaining emotional regulation and professionalism helps keep the interaction productive—a steady tone, neutral expressions, and attentive body language are all important.
- Validate the patient’s feelings without necessarily agreeing with them to reassure them that their emotions are recognized.
- Offer clear, practical solutions, whether clinical or administrative, to solve the problem and demonstrate a commitment to patient care.
- Comprehensive documentation of interactions protects the practice and provides context in case of future disputes or legal matters.
Handling an Angry Patient—6 Key Tips
Here are six steps to take when confronted by an angry patient:
1. Understand the Root Cause
Constructive resolution of the needs of an angry patient requires a thorough understanding of the reason behind their anger. Anger masks deeper emotions such as fear, disappointment, or insecurity, and may be due to various reasons, such as:
- Unmet expectations regarding treatment results
- Misunderstandings during consultations
- Post-procedural concerns, including side effects or healing timelines
- Perceived complications or dissatisfaction with aftercare instructions
- Administrative reasons like long wait times or staff misbehavior
A critical technique for understanding the cause of a patient’s anger is reflective listening. It requires practitioners to mirror back what they hear from patients, both in terms of content and emotional tone. [2]
For example, if a patient expresses frustration about not achieving their desired results, a practitioner should respond with, “It sounds like you’re disappointed with how things turned out.”
You should also assess both verbal cues and non-verbal signals, such as body language, tone of voice, and eye contact.
2. Keep Your Cool
Emotional regulation demonstrates your professionalism as a practitioner and influences the outcome of a heated interaction. [3]
When talking to an angry patient, your tone of voice should be steady to convey empathy. Ensure your facial expressions and body language remain neutral and open.
Avoid any gestures that could be perceived as defensive or dismissive, such as crossing your arms or looking away.
When faced with accusatory or emotional statements, take a moment to process the information before responding. Do not interrupt or formulate your response prematurely. If tension rises, take slow, deep breaths to keep your parasympathetic nervous system engaged.
3. Validate Their Feelings
Use empathetic statements such as, “I understand that this is a stressful experience for you.” Such affirmations reassure the patient that you recognize their emotional state and open pathways for constructive discussion.
That said, you should differentiate between validation and agreement.
Validating a patient’s feelings does not imply conceding to every claim. Rather, it shows that you recognize their emotional response. Validation contributes to mitigating the patient’s psychological stress response and reducing heightened cortisol levels associated with anger. [4]
With an angry patient, you should also avoid phrases like, “It’s not a big deal” or “You shouldn’t feel that way,” as these come off as dismissive and exacerbate the situation. In addition, refrain from becoming defensive or immediately shifting to justify your actions.
Once you have validated their feelings, follow up with professional reassurance to transition from acknowledgment to problem-solving. For example, “Your concerns are completely valid, and I’m here to discuss what steps we can take to address the problem.”
4. Offer Practical Solutions
After gathering input from the patient, practitioners should present clear, actionable solutions to their concerns.
In case a patient’s expectations are unrealistic, discuss the limitations of the procedure. Offer follow-up treatments or alternative options to align better with their goals. Also, provide clinical explanations, such as variations in skin type and healing response.
If the cause of a patient’s anger is non-clinical like long wait times, miscommunication with staff, or administrative error, acknowledge the inconvenience caused. Then, offer solutions such as rescheduling their appointment or providing priority scheduling for follow-up visits.
If applicable, apologize on behalf of the staff and assure the patient that corrective measures will be taken to prevent such issues in the future.
5. Document the Interaction
Detailed documentation protects your practice by creating an objective, contemporaneous record of events.
In cases where patient dissatisfaction may escalate to a malpractice claim, comprehensive documentation will demonstrate your professional handling and provide valuable context if further review or legal action is required.
Here’s what to include in your documentation:
- The date and time of your interaction with an angry patient
- Identification of the patient by name and medical record number
- The reason for the patient’s visit and the trigger for the anger
- The patient’s behavior, including specific words or actions, in an objective tone
- Your response to the patient’s anger, including any de-escalation techniques used
- The outcome of the interaction, whether it was resolved or if further action is required
- The presence of any staff members or other individuals who witnessed the interaction
6. Follow Up After Resolution
Follow-up interactions demonstrate that your practice is patient-centric. Ensuring that the patient feels valued even after their issue has been addressed strengthens their confidence in your expertise and professionalism. It also provides an opportunity for further assessment of outcomes and patient satisfaction.
Reach out to the patient within an appropriate time frame after the resolution to check on their progress and satisfaction with the solution provided. Ask the patient for feedback regarding the resolution process and follow-up care.
If the patient’s concerns were related to procedural results or post-treatment effects, assess their progress through a follow-up consultation.
For example, the clinical effect of cosmetic treatments like botulinum toxin type A falling short of expectations is one of the causes of patient attrition in cosmetic practices. It may also be expressed in the form of anger by some patients. The initiation of the mandatory two-week post-treatment office evaluation in a study helped increase the retention rate to 67% and resulted in more satisfied patients. [5]
Final Words
Handling an upset patient requires patience, empathy, and effective communication.
But as they say, prevention is always better than cure. This is why we recommend using 100% original, high-quality cosmetic products that keep your patients safe, satisfied, and anger-free.
To explore how we can help you equip your practice with the best resources and products, schedule a meeting with our sales team today.
Frequently Asked Questions
What Do You Do When a Patient Is Yelling at You?
When a patient is yelling at you, remain calm and composed. Use a soft tone, maintain eye contact, and actively listen. Acknowledge their feelings without becoming defensive, and seek to understand their concerns to facilitate resolution.
How to Recognize the Early Signs of Patient Anger?
Observe the physical indicators of anger such as raised voice, abrupt or defensive speech, tense body language, clenched fists, and facial expressions like frowning or glaring.
What Should I Do if the Patient’s Anger Turns Into Legal Action?
If a patient’s anger escalates to legal action, promptly notify your malpractice insurance provider and consult legal counsel. Also, gather and review all relevant documentation, including patient records and interaction notes.
References
1. Jackson JL, Kay C, Scholcoff C, Becher D, O’Malley PG. Capturing the Complexities of “Difficult” Patient Encounters Using a Structural Equation Model. J Gen Intern Med. 2021;36(2):549-551. doi:10.1007/s11606-020-06013-8
2. Braillon A, Taiebi F. Practicing “Reflective listening” is a mandatory prerequisite for empathy. Patient Educ Couns. 2020;103(9):1866-1867. doi:10.1016/j.pec.2020.03.024
3. Weilenmann S, Schnyder U, Parkinson B, Corda C, von Känel R, Pfaltz MC. Emotion Transfer, Emotion Regulation, and Empathy-Related Processes in Physician-Patient Interactions and Their Association With Physician Well-Being: A Theoretical Model. Front Psychiatry. 2018;9:389. Published 2018 Aug 28. doi:10.3389/fpsyt.2018.00389
4. Moons WG, Eisenberger NI, Taylor SE. Anger and fear responses to stress have different biological profiles. Brain Behav Immun. 2010;24(2):215-219. doi:10.1016/j.bbi.2009.08.009
5. White L, Tanzi EL, Alster TS. Improving patient retention after botulinum toxin type A treatment. Dermatol Surg. 2006;32(2):212-215. doi:10.1111/j.1524-4725.2006.32038.x
