10 Tips for Managing Difficult Patients

Talk to any nurse and he or she will probably tell you one of the least favorite parts of the job is dealing with difficult patients. But, when helping people who are in pain and often at their lowest point is in your job description, it’s nearly impossible to avoid the occasional encounter with a difficult patient. That’s why it’s important for every nurse to learn how to diffuse difficult situations and stay focused on what matters most–providing the best care possible.  

Fortunately, in their article Dealing with Difficult Patients, the experts at Nursing.org offer some great advice to help you maintain your cool on the job. Here are 10 tips worth following:

1. Do a Self Check First: Whenever conflict arises it’s always best to check in with yourself first. Ask yourself if the conflict is really about the patient or if you’re letting unrelated problems at home or work get in the way of good communication between you and the patient.

2. Acknowledge the Conflict: Sometimes the best way to diffuse tension is to acknowledge it exists. Nursing.org says that saying something like “I feel like we are getting off on the wrong foot” can help everyone take a beat.

3. Stay Grounded: Having a routine way that you relieve the stress of the job like doing yoga or going for a walk puts you in a better position to stay centered and mentally strong when conflicts with patients arise.

4. See Things Through Your Patient’s Eyes: As hard as it may be in the moment, put yourself in the patient’s position. Beneath their anger and yelling is usually fear about their health. Nursing.org says you can help most in these cases “by having a conversation about their temperament and where it is coming.”

5. Let the Patient Tell Their Story: Sometimes letting the patient share their story and how they got in their current situation can help de-stress the situation. Just being there to console them and listen can help stabilize their mood.

6. Avoid Getting Defensive: One expert says, “It’s not about me. It’s about the patient. This kind of thinking has helped me through many situations. Refrain from thinking about your feelings.”

7. Look for Ways to Be Empathetic: If the patient is crying, hand them a tissue. Little gestures that show you care can help make a tough situation better.

8. Set Clear Boundaries: It’s okay to respectfully let patients know that profanity and screaming will not help the situation. Nursing.org recommends saying something like: “There are certain things that we allow here, and in order to continue to talk to you, you cannot use that language. I will step out of the room for a while to give you time to calm down.”

9. Realign Your Body Language: One expert says, “When I start to get frustrated because I’m not making progress with a patient, I take little breaths. We both need to refocus at that time. If the patient is becoming demanding, and I’m getting frazzled, those energies need to be refocused. And when you do that, your body language realigns.”

10. Seek Additional Support for the Patient: When a patient’s anger or emotional upset requires support from a professional counselor, social worker, or the hospital chaplain, let the patient know that you want to help them get the support they need in a sensitive way that doesn’t make them feel abandoned by you.

No matter what mood or emotional challenges your patients may have, they still deserve quality nursing care from you. Hopefully, these 10 tips will help you remain calm and navigate conflicts with difficult patients in the most successful way possible.

For more information about dealing with difficult patients, read the entire Nursing.org article here.