Understanding & Training is the Key to Dealing With Difficult Patients
Last week I had a situation with an aggressive patient that required me to step in to protect a staff member. I had recently completed a 'Occupational Violence and Aggression' training course from Health Vic and felt that I had to resources to diffuse the situation.
Working in the health care system is not an easy profession. It requires a particular blend of opposite traits to survive for the long term and still maintain your humanity. Staff need to have enough empathy to understand and be sensitive to the patients but also a thick enough skin to deal with the occasional difficult patient. It's a tough balance to get right. Especially if you are new to the system.
On one hand if you are too empathetic, you become upset every time someone is short with you or is frustrated. Not enough, and you feel cold and uncaring to the patients. Of course this behaviour comes home with you and affects your personal relationships too. So how do we best deal with this balance?
After thirty years of working in the hospital system and managing many wonderful staff members I am proud that I can still have empathy towards my team and patients, but have enough strength to stand up for myself when the time is right too. I also have a zero tolerance for any behaviour that will put my staff at risk.
My advice for young nurses or staff starting off is to focus on the outcome for the patient and not the emotion of the moment. Know when behaviour is unacceptable but be understanding at the same time.
Remember patients see you at their worst. That's why they are here and they can be challenging because they are in pain, are stressed and emotional. Be understanding to them and their families. You see this everyday, but for them it can be very confronting going to hospital, possibly for the first time. Show them you are listening, genuinely care what they say and often they will calm down and show you the respect you deserve.
Having this level of empathy and caring will generally diffuse most situations. However, if someone is being belligerent or dangerous, there is zero tolerance for that in the workplace.
The management team at Monash House Private Hospital strongly believe that staff safety is essential in providing high quality patient care. Happy staff, happy patients, better health outcomes.
If ever there is a situation where you feel unsafe, report it to management immediately and do not put yourself at risk. There is a firm line between being understanding and standing up for yourself which unfortunately only comes from years of experience.
I welcome advice from others on how to deal with these tricky situations and of course my door is always open to help my fellow health care workers.
Always Eileen
P.S. I highly recommend doing the training course for your team.
