Dealing With an Angry Patient

Abstract

Abstract This is a standardized patient case that has been used to assess the communication and interpersonal skills of radiology residents when dealing with an angry patient. In the case, the learner is a second-year resident in radiology on his/her first rotation of neuroradiology. The learner arrives to discuss the procedure (a spine MR) and use of IV Gadolinium contrast in an MR of the spine with a 45-year-old male patient with a history of unexplained lower back pain despite multiple previous tests. On speaking with the patient, the learner realizes that he is very angry and that this needs to be taken care of before proceeding with the procedure. The case content can be modified for use in other specialties, but the standardized patient checklist and the self-assessment checklist for the resident can be used without any modification by all residencies. The steps to be taken in dealing with angry patients should be explicitly taught to residents by their respective programs. The standardized patient case materials have been extremely useful. The case was implemented in 2007 and used with two groups of radiology residents in two residency programs. Residents received it well and provided positive comments.

Keywords

• Sympathy
• Anger
• Emotional Patients