ASGE Annual GI Advanced Practice Provider Course (On-Demand) - Onboarding (Day One) | March 2024-Managing the Challenging Patient-Strategies for Success

Pdf Summary

The document titled "Managing the Challenging Patient: Strategies for Success" by Jill Olmstead, DNP, ANP-BC, FAANP, discusses various strategies to effectively handle dissatisfied and angry patients in healthcare settings. Patient dissatisfaction often stems from feeling unheard, long wait times, delays in scheduling procedures, and unreturned phone calls. Contributing factors to challenging interactions include system issues, patient expectations, and provider communication deficiencies.<br /><br />Key communication techniques highlighted include reflective listening, affect labeling to de-escalate anger, improving listening skills, expressing empathy, and negotiating the care process with patients. Understanding the anger continuum, communication skills deficiencies, and practicing good communication techniques are essential in managing challenging patient interactions.<br /><br />Practice management strategies emphasized in the document include utilizing community resources, ensuring adequate follow-up, promoting continuity of care, and scheduling appointments appropriately. The importance of setting firm limits with patients while addressing their needs is also discussed.<br /><br />Overall, the document provides practical advice for healthcare providers to enhance patient satisfaction, manage challenging patient interactions, and improve communication skills to create a positive healthcare experience for patients. It stresses the significance of active listening, empathy, and effective communication in dealing with dissatisfied or angry patients.

Asset Subtitle

Jill Olmstead, DNP, ANP-BC, FAANP

Keywords

Managing the Challenging Patient

Strategies for Success

Healthcare settings

Patient dissatisfaction

Communication techniques

Reflective listening

Affect labeling

Practice management strategies

Community resources

Patient satisfaction