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< MODULE 2 | UNIT 8

 Module 2 – Unit 8:  Exploring the Topic

Difficult Situations with Patients

Think About It How should a health professional handle a patient who is difficult to work with, for example, a patient who is aggressive, disruptive, or very emotional? What communication skills are important in these situations?

Read the two scenarios below and answer these questions for each. Take notes in the chart that follows.

1. Why might the patient or family member be reacting this way?
2. What does the health professional expect or need from the patient?
3. How might the health professional handle the situation?

Scenario A

Victoria Brodskaya, a 38-year-old female, has come into a doctor’s office requesting medication for back pain. She tells the physician that she hurt her back years ago and that when her back pain flares up, Oxycontin is the only medication that can relieve her pain.

The physician is suspicious because Ms. Brodskayais underweight, pale, and sloppily dressed. He is also concerned because Ms. Brodskaya has requested Oxycontin, a frequently abused narcotic. He tells her that he does not want to prescribe such a strong narcotic without knowing more about her medical history, and he asks her for the name and telephone number of the physician that treated her for back pain.  She snaps back, “He won’t be any help. I stopped going to him because he doesn’t know what he’s doing. Are you going to help me or not?”

 

Scenario B

William Johnson is an 87-year-old male who has been in the hospital for pneumonia. His physician has written a discharge order for him to go home, but his daughter, Ms. Reed, says that she cannot take him home until he is stronger.

The discharge planner meets with the daughter and tells her that Mr. Johnson’s insurance will not pay for him to stay in the hospital, but it will pay for a home health aide. Ms. Reed becomes very emotional and through her tears says, “He’s not ready to go home. I can’t do this on my own.”