ASGE Annual GI Advanced Practice Provider Course (Virtual) (Day One) | March 2026-Session A: Strategies for Managing the Challenging Patient

Video Transcription

Video Summary

The presentation covers how to manage challenging or angry patients while protecting clinician well-being. It highlights common drivers of patient dissatisfaction—system barriers (long waits, limited visit time, documentation burden), provider communication gaps, and rising patient expectations, worsened since COVID-related backlogs. The speaker links these pressures to widespread clinician and APP burnout, intensified by productivity demands, electronic messaging, and patient-satisfaction metrics that reflect factors outside clinicians’ control.<br /><br />Key communication strategies include reflective listening, avoiding jargon, letting patients speak longer without interruption, summarizing concerns (“Did I get this right?”), naming emotions, and validating frustration to de-escalate along an “anger continuum” before threats or violence require security involvement. Practice-management tactics include clear expectations for portal/phone use, appropriate follow-up and visit scheduling, leveraging community resources, and setting limits for excessive messaging or lateness. To reduce burnout, the talk recommends self-compassion, peer support, resilience habits (sleep, exercise, boundaries), and proactively reviewing schedules to prepare for high-need visits.

Asset Subtitle

Jill Olmstead, DNP, ANP-BC, FAANP

Keywords

managing angry patients

de-escalation communication

reflective listening

patient dissatisfaction drivers

clinician burnout prevention

practice management boundaries