Question

Hunter Glaspell, a 67-year-old male patient, calls BWW Medical Associates, stating his ear has been bothering him for days and the pain is getting worse. It is Monday afternoon at 4 P.M. The schedule is packed, and he wants to come in right away. When you offer him an appointment at 9 A.M. tomorrow, he becomes verbally abusive, screaming that he is in pain now. How will you handle this situation?

Answer 1

Step 1:

Look for the signs:

First of fall, be calm and quiet. Patient increased pain leads to stress and anxiety which results in verbal abuse. Please Don't show anger towards the patient.

Step 2:

Show empathy:

Try to understand the situations of the patient and show empathy towards him. Empathize with him by saying" I understand that how the pain is worsening you?". Try to give an explanation to the patient for not giving an appointment today. On the other hand, speak to the appropriate person about the Glaspell situation and to do a favor for him.

Step 3:

Be professional:

If the patient is verbal abuse, please be professionalism and calm. always speak softly and respectfully. Say ' Mr. Glaspell, I'm trying to do good for you'. Always try to be helpful to the patient.

Step 4:

Find the solution:

Inform and discuss about the alternative options available to the patient. End the conversation with the acceptable solution. Take the situation to the administration and concern physician to avoid such situation in the future and for the well being of the patient.