Dealing with Difficult Patients

Often hospitals and other healthcare facilities must weigh the value of client satisfaction and safety. Acute care settings may be particularly susceptible to the problem difficult patients because of the number of different service providers involved and the fact that it is an important and heavily people-based service. Difficult patients cannot be avoided; therefore health care institutions must have clear strategies for responding to difficult patients to minimize the inherent adverse impact. This OnDemand Webinar will review best-practices of leading health care institutions and identify specific approaches to manage the outcomes of most types of conflicts in a variety of health care settings.

Learning Objectives:

• You will be able to describe types of conflict in the health care setting.
• You will be able to discuss patient and caregiver safety issues.
• You will be able to identify strategies to diffuse difficult situations.
• You will be able to review proactive approaches to dealing with difficult patients.

Dealing With Difficult Patients - Overview

• Rational vs. Irrational
• Types of Conflict in the Health Care Setting

Legal and Ethical Dilemmas

• Patient and Caregiver Safety Issues
• Family Involvement
• Diffusing the Situation

Specific Approaches to Dealing With Difficult Patients

• Setting
• Training
• Proactivity