How do you approach dealing with an angry patient, and why?
"I think it is important to try and find out what has made the patient mad. If it is something such as not being called as quickly as he had expected, a simple explanation regarding what caused the delay may help calm him."
"There are a couple of different approaches and safety is, of course, the most important thing to consider. A patient who is angry could become combative which could result in injury to him, to me, or to both of us. I feel the best approach is to ask what has made the patient upset and try to resolve the underlying cause, if at all possible."
Knowing how you will handle a difficult situation will tell the interviewer if you have the right attitude for this job. Being a physician means you have to deal with people from very different backgrounds and with varying personalities. Give the interviewer an example of how you would handle an angry patient.
"I believe acting calmly and speaking rationally is a great way to calm someone who is angry and I try to be the voice of reason without making someone feel that I am belittling them."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
Sometimes patients get angry with the service that we provided for them, most of the time it can be a misunderstanding or sometimes it can be waiting a long time or rarely wrongdoing. Based on my experience at first it is good to address the concern, if possible, privately by accompanying one of the staff, listening completely, and trying to de-escalate the situation.
I remember one time there was an argument between one customer about the price of suturing, and it was escalating until I came out and explained to the patient that all prices here are based on governments order. Then I showed him the table of prices that had the College of Physicians stamp, which showed all clinical services prices. Then he feels more comfortable and I also suggest for him to pay as much as he can right now and pay the rest when he is more comfortable.
Jaymie's Feedback
Excellent! It always helps to answer a question like this with a specific example. You did so and demonstrated your communication, collaboration, and education abilities.
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