Unfortunately it is increasingly common, especially resident, having to deal with patients' relatives conflict, assertive, rude, intrusive, violent, threatening or simply "tocapelotas" - or its female equivalent. To be sure, with most patients the treatment was correct but the situation is far from idyllic.
As in other aspects of this manual nobody tells you how to take on one aspect of our work that produces more frustration and impotence, making the brown to talk to a family conflict when the problem is company or other service or other medical or health: I feel that day has touched you.
Well the issue, try to tell you what I have learned based on years of conversations of this type. The most common scenarios are: emergency department, called the plant at night, go to visit the weekend or holiday. We're going to mess ...
Area emergency by far is where the resident is more exposed to the wrath family. The resident is vulnerable because he is alone, it looks like a girl and if it is woman, and as such, is considered by some men as a perfect target. How to avoid unpleasant situations, easy! prevention.
emergency preventive measures : prevents the examination room between more than one family, do not say never with a crowd, do not talk in the aisles with people around, if the patient is very complex for help before you speak, although the case-DESIGNED do not get caught in non-, do not talk of what could be and was not, no des explanations of care from physicians, non-judgmental about the actions of other professionals-remÃtelos to them for clarification, "in short, do not get in a garden or try to convince them, our job is to inform.
steer the conversation As : only two family members identified "best of the first order, friends or brothers etc ... are often the most impertinent", identify (name, specialty, year of residence), it is best to wear gown, avoid embarrassing mistakes, "the conversation should be short and clear.
never be heated, or raise his voice, or argue, or attempt to convince them they are wrong. Your mission is to inform with clarity and honesty, not convince them to have made things right, or justify what is wrong. If there has been some error or delay by poor organization first to disable the just anger of the family is apologize.
If you have completed all these steps the family insists on blaming, yelling, insults or put edge or irrelevant, it is best to terminate the conversation and leave, not without comment that when subside return to resume the conversation. If the second attempt can not take a polite conversation tell them to talk with them attached and terminates the conversation.
Night Calls : in these cases is added the night shift that alters patients, families and nurses. In this case the key is to see the patient before obtaining the maximum information from the story and nurses. If a chronic patient and the call is in despair, insomnia, fatigue for prolonged hospital stay, anxiety, the key is to quiet conversation with family members-usually relieve the pain and anxiety (see entry as attending a night-call guard). Never argue or issues of medical treatment, are those who know you best, if the patient is severe call your assistant, what are their complex patients negotiated.
visit passes weekends and holidays is typical that the family will spend the morning at the hospital Sunday or holiday. This situation, which everyone considers normal can have serious consequences for the doctor to check you have to swallow, usually after 24 hours. The fundamental cause is that the family has much time and want A summary of the patient's progress, and you just want to leave as soon as possible to your home. Also usually go the "smart guy" of the family who has read anything on the Internet or have a friend or seen any health television program that will magically become an expert. (See entry for enteraooos )
The weekend pass is to visit patients and see if there is any change to no diagnosis replated or making important decisions, except the patient has complications and required. These decisions are better than their doctors to take responsibility, guard making decisions about acute problems.
The family must inform in a concise and if you want further explanation refer to their physicians. never make summaries of developments or future decisions without consultation.
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