Nabil Fakih: How to Get Through a Distressed Patient

As a pharmacist, I, Nabil Fakih, believe that dealing with upset or angry patients is inevitable. Obviously, it is not the most enjoyable part of the job for anyone in the working class. However, the question is, how do you respond to or deal with a patient who s in such an emotional state? Continue reading to know what I, Nabil Fakih, think the best way to handle this kind of situation professionally is.

First of all, take time to listen to your patient.  I, Nabil Fakih, believe that it is essential that you let the patient know that you would want to help. Ask about his or her concern or problem, then stop talking and just listen attentively. Let your patient explain why they are angry. Try your best not to interrupt or give your opinion about the problem while he or she is still speaking. Simply listen and give your undivided attention.

Body language is also significant in this situation. Look at the patient’s eyes from time to time to imply that you are attentively listening, but you are not taunting him or her. Nod your head when the patient states significant points and to show that you are following along. Ask questions if you missed or do not understand something. Also, try not to show any sign of impatience such as looking at your watch or looking in another direction.

When you are trying to effectively communicate with a distressed patient, you also need to consider his or her background. Some patients can easily understand when you discuss with them things in more detail and at a higher level. However, other patients may have less patience or knowledge, and you will have to simplify your answers and speak in a clear and concise manner. While explaining, pause from time to time to ask if the patient understands and if he or she is following along with the discussion.