Thread: Reasonable and unreasonable expectations

I got wacked verbally by a person who is now going feral on social media. My Crime- I could not give another appointment as we were fully booked.

I found this from a nursing web site
Dealing With Angry Patients

Someone who is acting angry may simply be frightened, defensive or resistant to what is going on around them. It is important for a nurse to take a step back from the patient who is angry and ask themselves what is really going on. If the patient is actually frightened, then you will have to approach them differently than if they are truly angry over something, such as a long wait time. Even anger over a long wait time can mask a fear of not knowing what is wrong with them. The best course of action is to carefully interview the patient to draw out what they are feeling. Use reflective statements, such as “I can understand why you feel that way,” and try to discuss possible solutions with them.
Dealing With Manipulative Patients

Manipulative patients are the ones who threaten, cajole, cry, or throw temper tantrums in an attempt to get their way. These are patients that you cannot talk to. They simply are stuck on their version of events and will not budge from their beliefs. A manipulative patient will do all they can to convince you to call the doctor for more pain medicine, give them special treatment, or otherwise do what they demand. It is important for the nurse to calmly recognise their own feelings when dealing with this type of patient and not let emotions overwhelm them. Manipulative patients are often looking to engage you in a heated argument.



My one is the later. Very maniplative - Claims I did not offer alternative appointments ( I did) Claimed I hung up on her. (I did end the call after 10 minutes), Claimed I stated I was sending her a letter ( I had told her I would send the Doctor a message with her demands)

It got interesting when after seeing the Doctor the next day she insisted in talking to me at the front of my building. I asked to move to a office. She said she would do it at the front desk ( later claimed I wanted it there to humiliate her) She spoke for about 20 minutes. I took a few notes but did not interrupt her. I pointed out a few possible misinterpretations or areas of confusion in her discussion. After they both left and she returned to another session her husband was ring her constantly trying to talk to her from a car outside
After she rang about five times she then barged back in demanding a bit more and tied to interrupt other people I asked her to leave. Her Hubby had been asking her to leave the whole time. She hasa made multple threats including calling the police as I had told her to leave-I mentioned she was trespassing. When I showed her the message I had sent to the Doctor she claimed I had manipulated it



I am going to develope a expectations contract including some of the items below. Anyone like to make suggestions or comments welcome. Hhoneslty if the person cuasing me to write this left and never came back rather than expecting she can tell me what to do I would have a few more hours to do work No way she ever comes back with out a clear understanding and agreement of some thing similar to below.


Draft cover letter

Dear
We value you as a patient and person. To enable us to continue to provide you with medical care and services, we need to set boundaries and expectations that will foster an effective Doctor and Patient relationship. Attached is a contract that outlines the behaviours we will expect from you. In return, we will make every effort to accommodate you and your needs within reason. Please review the contract carefully. If you have any questions or concerns, please do not hesitate to contact our
(Drop down Choice for patients who do not want to talk with Practice manager)
Practice manager or Senior receptionist

Respectfully,


PATIENT BEHAVIOR CONTRACT
Why do we need this Patient Behaviour contract

The main reasons for this contract.

1. GPs, clinical staff and administrative staff strive to provide respectful care to patients that promote their dignity, privacy and safety
2. Patients must behave in a reasonable and respectful manner to GPs, clinical staff and administrative staff
   
   1. As employers we have legal responsibilities to staff who might be subject to violent, aggressive orunreasonable patient expectations or demands. Staff Safety Studies of nurses and medical professionals indicate that between 82 and 96 percent of them have experienced verbal abuse within their working life, with approximately 45 percent experiencing verbal abuse within the last fifteen working days. However, during interviews, staff indicated they were subjected to almost constant abuse. Reference http://www.hcscc.nt.gov.au/wp-conten...t_patients.pdf
   
   
3. Doctors and staff are helping other people- Distractions and disruptions impact on everyone

This agreement is between… (Name and relationship to the patient if not the patient) and Longevity Medical Centre. In an effort to better care for _(patient name ), the following expectations are required to maintain an effective provider–patient relationship.

Behaviour Expectations:

• Respectful and reasonable access and services
• The right to discuss concerns and issues or provide feedback in a respectful and reasonable manner

( drop down list to add to specific patients- Not give non relevant items!)

• Accepting if we cannot meet your demand immediately
• Examples of unrealistic expectations include:
• Demanding an appointment when Doctor is fully booked
• Bring multiple people to a single persons booked appointment demanding Doctors see more than one person
• Calling practice demanding to speak with Doctors
• Calling practice and spending excessive time talking to reception staff
• Demanding prescription such as an S8 medication for no know medical need
• Expecting Doctors will immediately know the exact diagnosis and treat for complex issues
• Demanding Doctors or staff to divulge medical details about other family members
• Demanding Doctors will provide a prescription without seeing them
• Expecting a skin excision will not leave a scar
• Verbally or physical Harassing or threatening staff or doctors
• Encouraging others to Verbally or physical harassing or threatening staff or doctors on your behalf

Originally Posted by PAT303

I graduate as a RN in November,we have to do a whole range of training involving the use of non threatening non physical techniques to settle abusive patients. Pat

Nurse Rock - Unless its one with a narcissistic personality

Gave me most of my revised damage mitigation letter, How to Handle Difficult Patients | Dealing With Aggression Ausmed

Happy to tell people to go else where and never come back. Honestly my doctors do know there stuff. I know a number that I would hesitate to see for a medical certificate

Online rants are funny until it is trolling

Above is my side of the story- There is always two sides to every interaction. It might be me needing the Psych help of course.