Table of Contents
How do you calm down a patient?
Ease patients’ anxiety with a calming office environment
- Offer a warm reception. When patients come in, greet them warmly with a smile.
- Make the waiting room welcoming and comfortable.
- Offer productive distractions.
- Manage timeline expectations.
- Consider a concierge.
- Engage earnestly.
- Preview the appointment.
- Keep it simple.
What do you say to a frustrated patient?
When the person has quieted down, acknowledge his feelings, matching your words to his level of anger. Express regret about the situation, and let the person know you understand. Try to find some point of agreement, perhaps acknowledging that his complaint is a valid one. Ask for the patient’s solution to the problem.
What do you say to an agitated patient?
Step 2a: Nonpharmacologic De-escalation for Mildly or Moderately Agitated Patients
- Support: “Let’s work together…”
- Acknowledge: “I see this has been hard for you.”
- Validate: “I’d probably be reacting the same way if I was in your shoes.”
- Emotion naming: “You seem upset.”
What to say to someone who is stressing?
Let them know you want to help: “I’m here to talk and to listen” “I want to know if you’re really okay” “I’m worried that you’re struggling”…Ask an open-ended question:
- “What’s going on in your world?”
- “How’ve you been lately?”
- “Is there anything you want to talk about?”
How would you handle a stressed and agitated patient?
Some key elements of effective de-escalation include environmental awareness and self-awareness, such as delegating one person to speak to the agitated patient, ensuring a quiet room, modulating your own emotional and physiologic responses to remain calm, avoiding clenched fists, and having your hands visible.
How Do You Talk to an aggressive patient?
Dealing with an aggressive patient takes care, judgement and self-control.
- Remain calm, listen to what they are saying, ask open-ended questions.
- Reassure them and acknowledge their grievances.
- Provide them with an opportunity to explain what has angered them.
- Maintain eye contact, but not prolonged.