Being a nurse is a noble and fulfilling profession. It allows us to care for people in their time of need, helping them heal and recover. But when you’re the first line of contact for patients, you’re bound to encounter challenging people and situations.
As a nurse, dealing with difficult patients is an inevitable part of the job. Patients can be uncooperative, mean, and even hostile, and it can be hard to remain calm and professional in these challenging situations. However, it’s important to remember that these patients are in need and going through a rough time.
No matter how complex the situation may be, you must always remain respectful and provide the best care possible. This blog post will discuss handling difficult patients as a nurse while remaining professional and providing quality care.
Causes of Difficult Patients
Patients can be complicated, but not by choice. There are a few common causes that can help you identify why some patients may be acting out. These can be attributed to the following.
Patient Factors
Patients have different medical histories and conditions that can lead to problematic behaviors. They also have unique personalities and various ways of handling their symptoms. They may be:
- Frustrated or angry: Patients may feel powerless or out of control when facing a medical issue and take it out on those around them.
- Defensive or resistant: Some patients may feel personally attacked or judged. They may also resist treatment or care because of their beliefs and values.
- Scared or uncertain: Patients in unfamiliar environments or with a severe illness may feel scared and act out of fear.
- Anxious or depressed: Mental health issues such as anxiety and depression can lead to challenging behaviors.
- Manipulative or demanding: Some patients may demand special treatment, try to manipulate their care, or expect more from nurses and doctors.
- Somatizing: Somatization is when a patient expresses psychological distress through physical symptoms, often leading to disruptive behaviors as they attempt to seek attention.
- Grieving: Patients going through a loss, such as the death of a loved one, may become angry, short-tempered, or argumentative.
- Repetitive: Patients may have a habit of asking the same questions or making the same demands multiple times. They may need reassurance or more information to feel comfortable.
Physician Factors
Physicians have their fair share of the blame for complex patients. Some physician behavior can lead to adverse patient behavior:
- Defensive or angry: Physicians who display anger or aggressiveness can be intimidating and cause patients to act out.
- Fatigued or harried: Physicians who are overworked and exhausted may not take the time to listen or explain clearly, leading to frustration on the patient’s part.
- Unsupportive: Physicians who are unresponsive, unsympathetic, or insensitive can lead to problematic patient behavior.
- Unclear instructions: Physicians that give vague instructions or don’t answer questions can confuse the patient.
- Arrogant or dogmatic: Some physicians may come across as arrogant or overbearing, which can cause the patient to become defensive or resistant to treatment.
Situational Factors
Certain situations can also lead to challenging patient behavior, such as:
- Language barrier: Patients who don’t speak the same language as their caregivers may become frustrated.
- Cultural differences: Some patients have different beliefs or customs, which can lead to difficulty understanding instructions.
- Patient company: Having family members or friends present can stress out some patients. Talking to someone other than the patient about their care can also lead to frustration.
- Environmental factors: Noise, bright lights, or a lack of privacy can overwhelm a patient.
- Breaking bad news: Telling a patient bad news, such as a diagnosis or prognosis, can cause distress and may lead to unruly behavior.
What Can You Do as a Care Provider?
As a nurse, there are steps you can take to manage problematic patient behavior.
Remain Calm
As hard as it may be, try to stay calm no matter what the patient says or does. Adding to the patient’s already heightened emotions will make the situation worse. Take some deep breaths, ground yourself, and ensure you have control of your feelings. Even though they’re being potentially frustrating, the patient needs help more than ever.
Don’t Take It Personally
Most of the time, the patient’s behavior is not about you and is not a reflection of your abilities as a nurse. The patient may be taking out their emotions on you. Do your best to remain professional, and don’t take their actions or words personally. Remember that the patient is going through a lot, and focus on providing care and support.
Be Empathetic
Putting yourself in your patient’s shoes can go a long way in helping them feel heard and understood. Showing empathy, understanding, and compassion can help to defuse the situation. Acknowledge the patient’s feelings, validate their experience, and reassure them that you care and understand what they’re going through.
Listen to Their Story
Many patients want to vent their frustrations and be listened to, which can help them feel heard, understood, and cared for. Make sure you are giving the patient your full attention. Allow them to express themselves, and don’t interrupt or try to take control.
Build Boundaries
It’s okay to set boundaries and limits regarding complex behavior. Let the patient know that you are there to help but that certain behaviors are unacceptable. Respectfully explain why their actions are inappropriate and don’t take any verbal or physical abuse from them. Ask for help when necessary.
Identify the Root Cause
Try to get to the root cause of the patient’s negative behavior. Are they afraid, in pain, or feeling overwhelmed? Ask them questions to understand what’s happening and pay attention to what they’re not saying. Understanding the underlying cause of their behavior can help you better address it and provide the support they need.
Final Thoughts
Difficult patient behavior can be challenging to handle, but there are steps you can take to manage it. As a nurse, remain calm, don’t take it personally, be empathetic, listen to the patient’s story, set boundaries where needed, and try to identify the root cause of their behavior.
Most importantly, remember that providing care and support to the patient is your priority. With patience, understanding, and compassion, you can help them through challenging times. Make sure that you are taking care of yourself, too. Self-care is essential in these situations, and taking a break or asking for help is vital.