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  • Overview
  • Activity
  • Post-Test
  • Evaluation
  • Claim Credit
Staying calm with angry patients

Staying calm with angry patients

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Format

Practice

Time to Complete

0.5 hours

Published

January 11, 2018

Updated

January 12, 2018

Programme Description

Professionally placating an angry patient can have benefits for both GP and patient. Dr Peter Tate gives an overview of possible triggers for patients, and how to legitimise and approach their anger. This consultation skills module includes a case scenario to work through.

This article first appeared on GPonline and has been reviewed in January 2018.

Educational Objectives

After taking this activity, healthcare professionals should be better able to:
  • Identify common triggers for patients’ anger
  • Use reflective comments to better understand and legitimise the patient's emotion
  • Be aware of their body language when listening to the patient
  • Support other members of staff in the face of aggression
  • Authors

    Activity author
    Dr Peter Tate
    Retired GP in Corfe Castle, and the author of The Doctor's Communication Handbook
    Dorset
    UK

    Scenario author
    Dr Tasneem Kapasi
    GP
    London
    UK

    INSTRUCTIONS

    This is a learning activity provided by MIMS Learning, featuring learning material and a test. Completing the test enables you to claim 0.5 learning credits (0.5 hours learning). This credit award is recommended by MIMS Learning based on completing the activity and reflecting on what you have learned. If you spend less time on the activity we recommend claiming fewer credits.

    Please proceed with the activity until you have successfully answered all the test questions and completed your evaluation. You will then receive your MIMS Learning CPD certificate, which will be added to your CPD organiser for access at any time and may be exported to the Clarity & RCGP Appraisal Toolkit for GPs.

    SYSTEM REQUIREMENTS

    Hardware and Software Requirements
    • A computer with an internet connection
    • Internet Browser: Internet Explorer 7.x or higher, Firefox 4.x or higher, Safari 2.x or higher, or any other W3C standards compliant browser
    • Additional Software: Adobe Flash Player and/or an HTML 5 capable browser maybe required for video or audio playback. PowerPoint or Adobe Acrobat Reader may occasionally be required