Acknowledge the problem
Express concerns; Make him feel you are genuinely concerned
Formulate a plan of action which is mutually acceptable to rectify the situation
Consider complete incident form
If the patient wishes to complain provide him with the contact information.
When a Patient is Angry about Others
•Pause and be attentive
•Avoid being defensive
•Stay curious about the patient's story
•Acknowledge the difficulty of the interaction
•Find out the specifics of the story--encourage the patient to give the details
•Express empathy for the patient--acknowledge the emotion by name
•Make a statement guessing at the meaning behind the patient's anger and validate
•Take an action on the patient's behalf if possible. Be an advocate
•When possible, link the patient with the resources that can help
•Transition to purpose for the visit
Questions that might help to uncover the source of anger (fear, guilt or
"I can appreciate how you feel."
"It concerns me that you feel so strongly about this."
"Tell me how I can make it easier for you."
"You seem very angry?"
"It's unlike you to be like this."
"I get the feeling that you are upset with…"
"What is it that's upsetting you?"
"What really makes you feel this way?"
"I find it puzzling that you are angry with me."
"So you feel that….."
"You seem to be telling me…."
"If I understand you correctly…"
"Tell me more about this."
"I would like you to enlarge on this point…it seems important."
"Do you have any special concerns about your health?"
"Tell me about things at home."
"How are things at work?"
"How are you sleeping?"
"Do you have any special dreams?"
"Do you relate to any one who has a problem like you have?"