Clinical Scorecard: Customer Service: De-escalating Difficult Patient Encounters

At a Glance

Key Highlights

• Maintain self-control during patient encounters.
• Listen actively without interrupting the patient.
• Use empathetic phrases to connect with upset patients.
• Practice de-escalation techniques with colleagues.
• Focus on body language and tone to avoid escalating situations.

Guideline-Based Recommendations

Diagnosis

• Identify the root cause of patient distress.

Management

• Remove upset patients to a private space.
• Allow patients to vent without interruption.

Monitoring & Follow-up

• Observe body language and tone during interactions.

Risks

• Avoid personalizing patient anger to prevent emotional distress.

Patient & Prescribing Data

Patients experiencing frustration or distress in a medical setting.

Empathetic communication and active listening can improve patient satisfaction.

Clinical Best Practices

• Practice calming phrases and responses.
• Engage in role-playing scenarios with colleagues.
• Reinforce skills through continuous learning and reflection.

References

• Elizabeth Monroe, COE, CPSS, PHR