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82830 - Dealing with Difficult Patients

  • : Online

This activity is designed to prepare the general practice team for dealing with interactions with difficult patients. Front desk and patient consultations are made more difficult without knowing and understanding the communication skills and strategies to quickly de-escalate situations and recognise when things are becoming to a crisis point. This workshop uses proven strategies and relevant examples to empower the practice team to better deal and cope with a range of challenging interactions, from the complaining patient to the aggressive incident.

Relevance to General Practice

General practice deals with patients each day that are concerned about their health and some of these become frustrated, behave rudely, or worse when making contact with the practice. A survey of GPs in 2003 found that 63.7% had experienced at least one episode of violence in the previous 12 months. Additionally it also found that 76% of receptionists had experienced verbal abuse over the same period. Being able to appropriately respond to these challenges is important for the welfare and safety of staff and the future relationship between the patient and the practice.

Learning outcomes
  • 1. Recognise the risk factors and key indicators of aggression and violence
  • 2. Effectively manage difficult patients through a range of communication, de-escalation and diffusion skills.
  • 3. Identify and implement effective practice strategies and measures to improve the safety of the workplace.
  • Delivery
    82830 - Dealing with Difficult Patients
    Provider Type
    Education Provider
    3 hours
    Start Date
    CPD Points
    3 hours
    Contact Phone
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