Dealing with Difficult Consultations Introduction to Primary Care: a course of the Center of Post Graduate Studies in FM PO Box 27121 – Riyadh 11417 Tel: 4912326 – Fax: 4970847 1 Objectives • Objectives: – be able to define difficult patients – be able to list types of difficult patients – be able to explain how the problem can effect patientphysician relationships. – be able to define causes for difficult patients – be able describe the strategies on how to cope with difficult patients. 2 3 4 Definition Difficult patient is the one with whom the physician has trouble forming an effective working relationship. 5 Types of Difficult Patients • Somatic fixation – (patients who express personal distress in the form of somatic symptoms) • Dependent Patient – (Dependent on prescription drugs). • Demanding Patient – (frequent visit for minor things; requesting medications, tests, &referrals ) . • Manipulative help rejecter) – (Do not follow doctor instructions) • Self destructive patients – (Diabetic patients who induce frequent attacks of keto-acidosis) 6 Cont…… • Seductive patients. • Angry patients. • Patients who are shopping from one doctor to another for the same problem. 7 Difficult Consultations: Patient with Hidden Agenda (Patient Reluctant to Talk Freely) Talkative Patient Angry Patient Demanding Patient 8 Patient Reluctant to Talk Freely Causes : Examples : Patient Factors : The topic Cultural barrier Social class barrier Dr. Factors : Dr. authority Time constrains Circumstances : Presence of 3rd party 9 Patient Reluctant to Talk Freely Verbal Communication Non - verbal Com. Giving reason for the question. Showing sympathy & empathy Comments on the patient attitude Showing real interest Generalization of the problem Unhurried manner Asking at the right time Reflection Touch for reassurance Mirroring Use of physical examination Confrontation 10 Talkative Patient communication skills Verbal Communication • Summarization • Prioritization Non - verbal Comm. • Use of touch • Sympathy & empathy Behaviors which brake the • Interruption • Close ended question relationship : 11 Angry Patient Communication Skills • Empathy • Legitimation • Non-judgmental attitude • Respect patient autonomy • Support • Flexibility 12 Even Angry Customers Are Always Right Marsha L. Miley and Thomas J. Weida, MD 7 steps for satisfying angry patients: 1. Handle problems privately 2. Listen to patients' complaints 3. Disarm anger with kindness 4. Delegate up when necessary 5. Follow through on promises 6. Involve the patient in prevention 7. Be grateful 13 Dealing with Demanding Patient 14 Negotiation Skills (think win-win) Set limit Reinforcement Compromise Be flexible 15 Dealing with Demanding Patients Negotiate agenda & goals : Set limit Reinforcement Compromise & Be flexible Avoid argumentation, Explain your rationale, Pay attention to the way you say no, and, If all else fails, breathe deeply and start over. Exceptionally, for some patient firm boundaries are the rule 16 Cues for the physician Difficult patients evokes a feeling of anxiety, pressure, boredom, or frustration 17 Management • Acknowledge his/her feeling • Frequent short visits • Background – what is going on, life history, expectation ? • Affect – how do you feel about that problem • Trouble – what about the situation trouble most ? • Handling – how are you handling the problem ? • Empathy 18 Coping Strategy for the Doctor • Recognize your true feelings. Difficult patients evoke a feeling of anxiety, pressure, boredom, or frustration • Ability to use resources . • Be alert for countertransferance reaction in your self. • Recognize alternative medicine e.g religions, herbal . • Involve colleague in your management plan. • Improve yourself . 19 Respect for persons 1- Respect for patient autonomy (can be reduced but never absent; people must be allowed to control their health) 2- Informed consent 3- Truth-telling 4- Respect for confidentiality 20 Prevention 1. Preventing patient from dropping out from the care is of primary importance: a- keep patient waiting time to a minimum b- a system for follow-up, ensuring that the patient leaves clinic with a specific time for future appointment. 21 Prevention……… 2. Simplify the treatment regimen: a- eliminate unnecessary medication. avoid narcotic as pain killer. b- medication should be prescribed as few times daily as possible e.g. tricyclic antidepressant. c- prescribe the least amount of medications that is needed to achieve the therapeutic goal. 22 Prevention……. 3. Try to protect patient from harm in medical field (e.g.: unnecessary tests, medications or surgeries) 4. Patient should be actively involved in their own care: a- Studies have shown that negotiating care with patient results in better compliance. b- encouraging patient to take greater responsibility for their care by asking more questions of their physicians results in improved attendance 23 24 Suggestions for Better Practice Management 25 Suggestion Activity Promote continuity of care Educate patients that the involvement of multiple health care professionals may result in conflicting or confusing approaches; help the patient maintain a primary care provider. Schedule appropriately Length of visits should fit patients’ perceived needs and expectations. Modify scheduling systems to allow more time for certain patients at the request of the physician. 26 Suggestion Activity Access community resources Develop on-site or communitybased links to mental health and social work professionals Ensure adequate follow-up Schedule regular follow-up visits at two- to three-week intervals, especially if high dependency needs are suspected. Educate the patient in appropriate use of telephone or email contact as an alternative to more frequent visits. 27 Suggestion Activity Set firm limits Discuss and enforce your policies regarding abuse of staff, insistence on immediate telephone access, or obstruction of the process of care. Terminating the relationship with the patient is a last resort and should be done with care. 28 Thanks 29