The following example of aggressive behavior by a patient should be documented:
A.
writing threatening letters
B.
making malicious allegations
C.
shouting and swearing in the office
D.
any of the above.
True or False: When attempting to defuse a patient's anger, a physician should always address the patient by title and last name, e.g., Mr. Smith, Mrs. Jones, etc.
True
False
A patient likely to experience an "expectation gap" — the difference between a patient's expectations and the actual interactions or outcomes with a physician — would least likely fit the following description:
listens poorly
asks a lot of questions
is preoccupied with recovery time
responds passively to information.
True or False: Always document problems with aggressive patients in their medical record.
When a physician allows an angry patient to vent, the following nonverbal behavior may help deescalate the situation:
eye rolling
sighing
making eye contact
pacing.
True or False: Patients may experience expectation gaps despite interactions or outcomes that would be considered reasonably acceptable by professional standards.
When a patient is irate, it is advisable to:
Ask the patient to write a letter listing his or her grievances.
Take the patient aside to sit down and talk about what's bothering him or her.
Threaten the patient with termination of the relationship.
Apologize for your perceived misconduct immediately.
True or False: If a physician or staff member is assaulted by a patient in the office, he or she should get medical treatment regardless of the severity of the injury.
One of the first steps a physician should take to resolve a dispute with an angry patient is to:
Ask the patient for his or her thoughts regarding a possible solution.
Ask the patient to contact the physician's attorney.
Assure the patient that future changes will be made to his or her liking.
Offer to reduce the fee.
True or False: Allowing an angry patient to vent without interruption encourages adversarial behavior.
