5 Passos para desarmar pacientes difíceis

Summary

In this video, Mouriz Castelo from Stop Academy shares a step-by-step approach to handling difficult patients who come into the consultation room with negative experiences from other clinics. He emphasizes the importance of creating a connection with the patient through genuine smiles, empathy, and understanding. Mouriz outlines five key steps: 1) finding truth in what the patient says, 2) empathizing by putting oneself in the patient's shoes, 3) gently questioning the patient, 4) making statements based on how the patient feels, and 5) demonstrating respect. The goal is to ensure the patient feels understood and respected, leading to a more effective and positive consultation.

Takeaways

• 😀 Start by smiling gently at the patient to create a positive connection, even in difficult situations.
• 😀 Find a kernel of truth in what the patient is saying, even if it seems exaggerated or negative.
• 😀 Empathize with the patient by putting yourself in their shoes and feeling what they are experiencing.
• 😀 Use gentle questioning to encourage the patient to elaborate on their experience and feelings.
• 😀 Make affirmations based on the patient's feelings, such as saying 'I understand that you're upset' to validate their emotions.
• 😀 Demonstrate respect through both words and actions, showing that you genuinely value the patient's perspective.
• 😀 Avoid insincerity; don’t say anything you don’t truly feel, as patients can sense false behavior.
• 😀 Approach the patient as if you're standing beside them, not across from them, to avoid confrontation.
• 😀 Avoid repeating the same mistakes from past consultations, ensuring you provide a better experience for the patient.
• 😀 The goal is to create a connection with the patient, addressing their concerns while respecting their emotions and experience.

Q & A

What is the importance of smiling when interacting with a difficult patient?

Smiling is crucial as it helps create a connection with the patient. It should be a soft, natural smile that does not come across as forced or sarcastic. This smile helps break down any preconceived notions and establishes a positive first impression.

Why is finding truth in what the patient says important?

Finding truth in what the patient says, even if it doesn't seem true at first, opens a doorway to empathy and understanding. It allows you to validate their feelings and creates the foundation for building trust.

How can you show empathy to a difficult patient?

Empathy can be shown by putting yourself in the patient's shoes and understanding their feelings. Paraphrasing their concerns in a compassionate manner also helps demonstrate empathy.

What role do gentle questions play in communicating with a patient?

Gentle questions encourage the patient to express themselves more openly. By asking in a non-confrontational way, you help the patient feel heard and supported, which is essential for building trust.

How does making statements based on feelings help in the interaction with the patient?

Making statements based on feelings, such as 'I understand you are frustrated,' shows the patient that you are listening and are emotionally attuned to their situation. This helps in deepening the connection and fostering trust.

Why is respect important when dealing with a challenging patient?

Respect is fundamental because it assures the patient that you value their concerns and emotions, regardless of their attitude. It helps to maintain a professional and positive relationship even when the patient is upset.

What is the significance of not confronting the patient directly but rather aligning with them?

Aligning with the patient instead of confronting them creates a sense of partnership. By positioning yourself alongside the patient, you demonstrate that you're on the same team and working together to address the issue.

How can you avoid sounding insincere when responding to the patient?

To avoid sounding insincere, ensure that your responses are genuine and based on what you truly feel. If you're not being truthful, the patient will likely sense it, which could undermine trust.

What is the goal when interacting with a difficult patient?

The goal is to de-escalate the situation, build rapport, and create a connection with the patient. By demonstrating understanding, empathy, and respect, you can help the patient feel more comfortable and open to communication.

How does the Stop Academy program suggest handling difficult patients in a clinical setting?

The Stop Academy program emphasizes a structured approach, including smiling, finding truth in what the patient says, demonstrating empathy, asking gentle questions, making statements based on feelings, and always showing respect. These steps are designed to disarm difficult patients and improve communication.