Voici comment vous pouvez naviguer dans des situations difficiles ou des conflits avec des patients ou des prestataires de soins de santé.

I agree, however, since I’ve been on both sides of the aisle;as a caregiver and as a family member. The best thing I can say or share is to remain calm stay in the moment and let the person complete their thoughts. If it all possible, do not interrupt and acting like you are interested in the care and well-being of their family member whom they’re speaking about always try to maintain.

It's crucial to give all parties involved a chance to express their concerns and perspectives. Active listening helps build trust and lays the foundation for a constructive dialogue. 💬

Handling difficult situations or conflicts with patients or healthcare providers can be challenging but rewarding. Here’s an effective approach: Empathize: Show genuine care for their perspective to build trust. Stay Calm: Keep your composure to prevent escalation. Collaborate: Work together to find solutions, ensuring all voices are heard. Communicate Clearly: Use simple language to avoid misunderstandings. Reflect: Afterward, consider what went well and what could improve. By applying these strategies, you can turn conflicts into opportunities for growth and stronger relationships.

In my experience, your facial expression, your attitude in your body language speak volumes. Always make sure that the person who is doing this speaking is respected.

An example of being clarity is not using medical jargon abbreviations and assuming that the other person knows what you’re speaking about make sure the subject is clear and you stay on point

I agree it is never a good thing to point fingers, say I don’t understand why they did it that way or the most disrespectful thing you can say to a person in this situation Oh, isn’t that cool do you understand! I would rephrase that. Is there anything else you would like me to explain to you that would make them feel less Like you are being condescending and including them in the conversation

Advocating for patients can be emotionally draining. Don't hesitate to reach out to colleagues, mentors, or mental health professionals for support when you need it. 🙏 Remember, every difficult situation is an opportunity to grow and improve our practice. By embracing these principles and continuously learning from our experiences, we can become even more effective patient advocates. 🌟

Leaders must find ways to incorporate this into their organization’s culture that empowers team members at the patient facing level. An example would be a workflow that follows your policies such as using the acronym STOP …. When a patient complains. Team members should STOP. (S)stop what they’re doing and focus on the patient (stand in a neutral position and use active listening). T (thank the patient for sharing and apologize for what happened. (O) Offer a solution that puts the power back in their hands (this can follow your organization’s policy). (P) Put it into action by repeating back to the patient what they are upset about and how they would like it resolved.