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Maintaining Professionalism W hen F aced W ith T he A ngry Patient

Sachin, David, Vishwa & Olivia . Maintaining Professionalism W hen F aced W ith T he A ngry Patient. Introduction Video 3 groups Conclusion . About The Session. poses one of the biggest challenges for a GP (also important for CSA !!)

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Maintaining Professionalism W hen F aced W ith T he A ngry Patient

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  1. Sachin, David, Vishwa & Olivia Maintaining Professionalism When Faced With The Angry Patient

  2. Introduction Video 3 groups Conclusion About The Session

  3. poses one of the biggest challenges for a GP (also important for CSA !!) BMA survey of 3000 doctors carried out in Oct 2003 found more than third of GPs experienced some form of violence in the workplace remaining calm, professional and empathetic can be difficult, therefore useful to develop a model to effectively approach these cases Angry patient

  4. How to approach the situation: • Stay calm and remember their anger may not be directed at you personally. • Take a conciliatory approach – give them space and privacy and time to ventilate. • Express empathy, concern and support. • Apologise for their upset but avoid being defensive. • Listen to the patient’s distress and explore what has upset them and the contributory reasons for their anger. • Then discuss how you can help - present the patient with realistic, achievable options and come to a shared agreed plan. • Check their understanding of what you have agreed. • Ensure you deliver your side of the deal. • Link patients to resources (ie complaints procedure etc)

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