Meeting patients for the first time is like walking into the unknown. Most patient encounters are unremarkable, and those that do make a lasting impression can often be among the most challenging. You know these interactions: patients who are angry, defensive, or grieving and who can demand a substantial emotional toll — if you’re not careful.  

As a nurse, there will always be aspects of patient encounters that are beyond your control, whether it’s as trivial as an out-of-stock cafeteria item or as serious as having to deliver a bleak diagnosis. How you react to an encounter, however, is in your control. Here’s how you can deliver high-quality care in the face of challenging patient encounters. Take a deep breath. You’ve got this.  

Empathize With Your Patients  

Some patients can be kind and others may be confrontational, but all are responding to a situation that’s largely beyond their control—a feeling some will have never experienced before. So don’t take it personally if a patient is uncooperative. The reason for their behavior probably has nothing to do with you, even when you’re on the receiving end of verbal abuse.  

An uncooperative patient could be having an adverse drug reaction, struggling with mental illness, frustrated with their insurance company, or grappling with their own mortality. For all you know, a stressed physician with a terrible bedside manner set the stage for a bad encounter long before you picked up a patient’s chart. 

Consider things from the patient’s perspective, challenging though it may be. Empathy is one of your most important nursing skills, and by showing compassion for all patients, regardless of their behavior, you’ll be better able to manage encounters. 

Reflect on Your Interactions 

How you communicate sets the tone for every patient encounter. Meet anger, fear, and frustration with understanding and respect and patients will be more willing to meet you on your level. You can’t control your patients’ behaviors or emotions, only your own. 

Practice More Effective Communication  

Speak in a clear and calm voice, even when patients raise theirs. And don’t be afraid to set boundaries: Having empathy for patients doesn’t mean you’re their punching bag. If necessary, remind patients that it’s unacceptable to raise their voice at you and that the conversation will only continue once they’ve settled down. 

Empathy is your best tool for navigating challenging patient encounters, but when you find yourself running out of goodwill, there are strategies you can use to connect with patients more effectively. Here are a few: 

The Teach-Back Method 

The teach-back method is a simple way to confirm that your patients understand what you’ve told them about their health and the care they’re receiving. Simply ask them to repeat in their own words what they need to know or do going forward. By using this method, you’ll prevent misunderstandings, ensure patients are educated on their healthcare, and pave the way for positive patient encounters.  

Open-Ended Questions 

Ask open-ended questions that require patients to pause before answering. Questions that start with “How do you feel about …,” or “What do you think about …,” are more likely to lead to a back-and-forth conversation than a sterile call-and-response. Asking open-ended questions can reveal vital medical information and, like the teach-back method, ensure you and your patients are on the same page.  

Cultural Sensitivity 

Imagine receiving care from a medical professional who speaks a language different from your own. This is the reality for the 8.2% of Americans who speak English less than very well. When there’s a language barrier, always try to speak with patients through an interpreter or at least devote extra time to these encounters to make sure your message is received and understood. 

Active Listening 

Active listening means giving patients your undivided attention and making a constant effort to not only hear them but also understand everything they’re trying to convey. Maintaining eye contact and remaining seated during an encounter will assure patients you’re taking their concerns seriously. Give patients a chance to tell their story and talk through their feelings and they’ll be more willing to trust you with their healthcare.   

Give All You Can (Within Reason) 

By empathizing with your patients, reflecting on your interactions, and practicing more effective communication, you can navigate even the most challenging patient encounters. You may even find that some patients with a rough exterior are inwardly gentle. But be careful: compassion fatigue and burnout are real concerns for nurses, especially those emotionally invested in their patients. There is, however, a career path you can take if patient encounters are taking a toll.  

A Bachelor of Science in Nursing (BSN) can help you qualify for high-level nursing leadership roles. As a nursing leader, you’ll no longer be on the frontlines. Rather, you’ll provide your fellow nurses with the resources they need to deliver safe, high-quality care and achieve optimal patient outcomes. This way, you can make a significant impact on patient health without risking your own emotional health. 

Earn Your RN to BSN Online From UT Permian Basin 

The University of Texas Permian Basin offers an online RN to BSN program that is ideal for aspiring nursing leaders like you.  

Led by a dedicated team of nursing educators, all of whom are experienced in the nursing field, our online program will help you develop a deeper understanding of the evolving challenges facing healthcare practitioners. Under the guidance of our esteemed faculty, you’ll learn how to address these issues and foster a safe, supportive environment for patients, staff, and visitors.   

Apart from two clinical courses, our program is composed of asynchronous coursework that can be completed online and on your schedule. No UT Permian Basin campus visits are required. Dive into a course module’s readings, assignments, and quizzes after a shift or during a long weekend—it’s entirely up to you. As a nurse, your time is valuable, which is why we’re placing control of the pace of your education in your hands.  

Ready to take your career in a new direction? Apply to our online RN to BSN program and take a step closer to becoming a nursing leader.  

Sources: 
https://www.myamericannurse.com/challenging-patient-encounters/
https://nurse.org/articles/dealing-with-difficult-patients/
https://www.aafp.org/pubs/fpm/issues/2007/0600/p30.html
https://www.rn.com/nursing-news/proactive-ways-to-defuse-the-difficult-patient/