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Clinical Skills Academy
Purchase Course Course Price : $25

Dealing with Difficult Patients

Lessons

Status

Target Audience

All Workers

Goal

Staff will develop the capacity to execute their duties effectively even when dealing with difficult patients.

Objectives

At the end of the session the participant should be able to:

  • Interact with and provide effective treatment to patients who display difficult behaviour in healthcare settings
  • Identify communication techniques that will diffuse the situation
  • Identify the main causes of difficult behaviour in patients/residents
  • Acknowledge their limits and triggers so that they do not react to the patient/resident in a negative manner
  • Maintain their safety while they are dealing with difficult patients/residents

References

Victorian Government - Health Services Review Council, ‘Guide to Complaint Handling in Health Care Services’, viewed on the 27th of February 2016 <http://www.health.vic.gov.au/hsc/downloads/complaints_handling.pdf>

Northern Territory Government - Health and Community Services Complaints Commission NT ‘DEALING WITH DIFFICULT, ABUSIVE, AGGRESSIVE OR NON-COMPLIANT PATIENTS’ viewed on the 25th February 2016 < http://www.hcscc.nt.gov.au/wp- content/uploads/2010/04/dealing_with_difficult_patients.pdf>

West Australian Government – Department of Commerce ‘Guide to working safely with challenging behaviours in health care’ viewed on 28th February 2016 < https://www.commerce.wa.gov.au/publications/guide-working-safely-challenging-behaviours-health-care>

AMMA – Careers and Industry Guide ‘Dealing with Difficult People – Workplace Strategies’ viewed on the 26th of February 2016  < http://www.miningoilgasjobs.com.au/career-resources/on-the-job/dealing-with-difficult-people.aspx> 

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