Final answer:
When confronted by an angry patient, choose your words carefully, stay calm and listen, and avoid assigning blame while focusing on problem-solving. If resolution is not possible, involving a supervisor or HR is an appropriate action.
Step-by-step explanation:
When confronted by an angry patient, it's essential to handle the situation with care to ensure safety and maintain a professional environment. Choose your words carefully to avoid escalating the situation. Stay as calm as possible and actively listen to the patient's concerns, demonstrating that you are attentive and value their perspective.
Avoid suggesting that your view is correct and the patient's is wrong; instead, keep an open and respectful dialogue. Asking open-ended questions can provide further insight into the patient's issues and facilitate a constructive conversation. It's also useful to restate what you heard the patient say to confirm understanding and reduce misunderstandings. This practice affirms to the patient that they are being heard and taken seriously.
Always focus on solving the problem rather than assigning blame. If the conflict cannot be resolved directly with the patient, it may be appropriate to seek assistance from your supervisor or HR department. This can provide you with additional support and guidance on how to manage the situation effectively while maintaining the safety and integrity of the healthcare setting.