Proven Strategies to Deal with an Angry Patient by Phone or In-person
Handling an angry patient in healthcare is important because it allows for a continued therapeutic relationship, prevents escalation of the situation, maintains patient trust, and ultimately leads to better health outcomes by ensuring treatment can be administered effectively and without disruption. This webinar will help you to know and understand the proven phone or in-person communication strategies on how to quickly identify why a patient is really angry and how to defuse the situation to make the situation stabilized. Neglecting an angry patient could result in them leaving care, not following treatment plans, and potentially harming themselves or others. Dealing effectively with an angry patient over the phone requires excellent communication and listening skills to resolve the situation peacefully and successfully.
Learning Objectives
Discuss why patients become angry and process improvements
Learn 10 dynamics of how to deal with an angry patient effectively
Understand the difference between active listening and reflective listening
Explore the concept of the wounded child to increase your patience
Review key verbal statement to build bridges and mutual understanding
Learn 5 de-escalation techniques to diffuse a tense conversation
Understand the impact of words, tone of voice and body language
Areas Covered in the Session
Understanding Depth of the problem
Identifying the exact reason why patient is angry
Contributing factors in healthcare
The dynamic of unmet expectations
Assessing the person - warning signs
Active listening and reflective listening
Phone communication skills set to defuse angry patient
In-person communication skills set to defuse angry patient
Voluntary Compliance, cooperation and collaboration
Planning: what could happen and what would I do?
Practicing: role play or running scenarios and responses through your head
Debriefing: provides objective insights and may lead to improvement and shared learning
Live Q&A Session
Suggested Attendees
Doctors
Nurses
Physician Assistants
Nursing Assistants
Hospital Administrators
Front Desk team members
Safety and Security Officers
Medical Officers
Practice Managers
Any healthcare worker that has direct access to a patient
About the Presenter
Merikay Hunt, MS, is a nationally awarded speaker, executive coach and provides customized training and development programs to organizations and associations throughout the United States, having experience over 25 year. Merikay is the founder of Coach MKay Companies, LLC. She served as an adjunct hospital chaplain for three years and was Director of Patient and Family Experience for High Point Regional Health System. She was featured in the March 2024 issue of Women's Journal as one of the top 15 Trailblazers in the coaching Industry across the United States. Merikay’s educational background includes: B.A. from UNC-Chapel Hill, Master Degree of Science from NC A&T State University in human resource counseling. She is a former Director of Patient and Family Experience for a NC Hospital and a multi-course certified instructor for Dale Carnegie Training. She is the recipient of the National Spotlight on Speaking Award with the Speakers Consultant Network and has been a member of the National Society of Certified Healthcare Business Consultants (NSCHBC) for over 20 years.
Additional Information
System Requirement:
Internet Speed: Preferably above 1 MBPS
Headset: Any decent headset and microphone which can be used to hear clearly
Live Course Cancellation Policy: If for any reason Skillacquire need to cancel this program, Skillacquire will notify participants by email of the cancellation no less than 24 hours prior to the expected start time.
For more information, you can reach out to the below contact:
Toll-Free No: 1-302-444-0162
Email: care@skillacquire.com