Learn more on our RCA course. www.pennine-gp-training.co.uk....
A brief summary of an effective approach to the angry patient scenario in the CSA. Have a go at using it in one of our CSA scenarios. www.pennine-gp-training.co.uk...
1. Stay calm and remember their anger is not be directed at you personally (you can't have met them before). They are an actor and it can be sorted in 10 mins!
2. Take a conciliatory approach - acknowledge the cues, give them space and privacy and time to ventilate.
3. Express empathy - make it sound and look genuine!
4. Apologise for their upset - make it genuine!
5. Find out what happened (I & C and often E will be given freely). Explore missing elements or areas that you feel need clarification.
6. Explore social/psychological impact (there will always be some - otherwise they would not be angry).
7. Agenda set the problem and complaint.
8. Examination may be necessary (Minute 5 or 6).
9. Then discuss how you can help - present the patient with realistic, achievable options. (Minute 7).
10. Come to a shared agreed plan and follow up for both issues. Make sure that the management options are feasible and achievable.
11. Summarise what you have agreed. (No later than minute 9).
12. Arrange review.
13. Remember to address your emotional housekeeping.