6 Strategies for Managing Difficult Patients

For those in the caregiving professions, managing difficult patients comes with the territory. While it’s not the most rewarding part of the job for a CNA, LPN, RN, or NP, these dedicated professionals will be presented with challenges in the form of a patient or patient’s family who can only be described as challenging.

Considering the pain, fear, uncertainty, and loss of independence facing these sick, injured patients, it is understandable that a loss of emotional control may direct angry outbursts or a lack of compliance at those caring for them. Such reactions can undoubtedly test a caregiver’s compassion and patience as well as their ability to communicate with the patient, who may be experiencing—

• Extreme anxiety
• Frustration over needed procedures
• Anger with their diagnosis
• Defensiveness over their lifestyle
• Fear about the impact on their family or the family’s reaction

These 6 strategies will assist a caregiving professional’s ability to deliver excellent care:

1. Take care of yourself 

You can best perform your duties when you are well-rested and managing the physical, emotional, and mental aspects of your own life. Self-care is key to a healthcare professional’s ability to deal with the ongoing demands of the job. And this applies in a double portion to one’s ability to deal with difficult patients.  

2. Stay calm and maintain your composure 

Despite the unsettling situation that has your patient and possibly his/her family in an uproar, you must remain calm. Remind yourself that the angry outbursts and lack of cooperation, while seemingly directed at you, are a reaction to the emotional situation rather than a dislike of you personally. When you remain calm, the chances of defusing the situation increase. Do not hesitate to call for support should the situation escalate, to protect yourself and the patient.

3. Mind your body language 

Kind words issued from an angry stance will not have the hoped-for positive impact. Because body language speaks as loudly as do spoken words, if possible, sit down, make eye contact, and do not cross your arms—the universal defensive gesture. Check the tone of your voice as a sharp tone will invalidate the kindest of words.

4. Show empathy

Many times, when a patient feels understood by their care team, when they can feel genuine care and concern from the professional staff, their anxiety will lessen. By focusing your attention entirely on the patient’s feelings, needs, and the outcome of their situation, you are demonstrating empathy. These acts of care and concern show that this patient matters and that you are sincerely interested in him/her.

5. Listen

Allowing a patient to tell his/her story serves as a steam valve. As they vent and rant, their anger often dissipates. Your attention to their account and acknowledgment of their feelings helps to establish a bond. And it is that connection that calms the situation and encourages their cooperation, which makes caring for them much easier.

6. Engage in Conversation

Often, a distraught patient simply wants to be heard. Engage them in conversation, maintain eye contact, and use their name. Even if the patient yells, speak softly as you try to move the conversation in a productive direction. Questions such as, “Can you tell me how I can help you?” will attempt to gain insight as well as to deepen the connection between patient and caregiver.

By utilizing these strategies, a difficult patient scenario can be managed, so that it does not have to ruin the patient’s or caregiver’s day.