Final answer:
In dealing with an upset patient, listen actively, choose your words wisely to avoid escalation, ask open-ended questions, and aim to solve the problem. Remain respectful and if the situation persists, seek help from a supervisor or HR.
Step-by-step explanation:
Dealing with an upset patient under your care involves several important steps to ensure that the situation is managed professionally and sympathetically. One should choose words carefully to avoid further upsetting the patient, and remain as calm as possible while actively listening to their concerns. It's also crucial to avoid suggesting who is right or wrong, but to remain open and respectful to the patient's experience.
Asking open-ended questions can help in understanding the patient's position better without coming across as confrontational. Additionally, it's important to restate what the patient says to affirm that you are listening and to avoid misunderstandings. Throughout the interaction, the goal should be to focus on solving the problem, not on attributing blame.
Should resolving the conflict become untenable, it might be necessary to speak with a supervisor or the HR department. The healthcare environment can be stressful, with challenges such as work overload, heavy physical work, and interpersonal problems with other staff members, which may compound the difficulty of dealing with emotional concerns from patients. In such cases, professional guidance may be needed.