The Upset Patient - Toolkit for the Difficult Encounter

Learn effective strategies for managing challenging patient encounters in this 52-minute physician grand rounds presentation. Explore the complexities of medical interviews, complaint-driven systems, and the impact of errors on litigation. Discover key techniques for improving patient communication, including active listening, empathy, and reflective responses. Gain insights into recognizing early signs of difficult encounters, diagnosing relationship issues, and addressing patients' chief concerns. Master the art of asking open-ended questions, managing big emotions, and aligning goals with patients. Develop a practical toolkit for handling upset patients and enhancing your ability to navigate difficult medical encounters successfully.

Introduction
Teaching Points
Medical Interviews
Teenage Daughters
About 1530 of difficult encounters
Complaint driven system
Most errors dont cause lawsuits
Most errors dont become litigation
Wendy Levinson study
How long does a patient have to talk
Whats the real number
floaters
listen
recognize early
diagnose relationship issues
open questions
empathy listening
big emotion
different goals
goals
chief concern
doorway question
what is empathy
what is temptation
try not to tend
reflective listening
data effort
reflection
rhythm
nonverbal
leaning in
being heard
seek to understand
Toolkit
Do something over and over