What to Do If Your Patient Becomes Defensive Everyone has a defense mechanism, however, not everyone reacts the same in regards to it. If your patient is in pain and has perhaps been waiting, you may find they are more defensive than usual. Patients don’t always recognize how busy emergency rooms are, or any medical facilities for that matter. Perhaps they think their time is not considered valuable, which can end up putting them in an ultra defensive mode. First Impressions Matter When you see your patient for the first time and you know they have been waiting for a while, start out by saying you are sorry that he or she had to wait. You can’t change their wait, as emergencies come first, so it's out of your control how long patients wait. However, just showing some empathy for their prolonged wait can help ease their defensive attitude. Be sure to show your patients that you are not in a rush with them. Not allowing enough time for them to express their concerns and ask their questions is only going to provoke that feeling in them that they are not being taken seriously, which will encourage the defensive mechanism within them. Related: What to Do When Family Doesn’t Understand Your Hectic Schedule Be Understanding When Explaining Procedures Everyone has a different level of pain sensitivity. And not everyone handles pain the same, some patients may even be quite dramatic with their discomfort. As a nurse, it is not your job to tell the patient that he or she is overreacting. Take their concerns and discomfort seriously, even if you suspect they are being a little on the dramatic side. Patients and Their Family As a nurse, you know that you are not only taking on another patient, but rather a new patient and perhaps a new family as well. Your patient may be conveying their symptoms, and explaining their level of pain, and then their family intervenes. A family member may imply it's not as bad as the patient is making it appear. You will see the patient come to their own defense, and they should not have to defend themselves in a medical situation, as only they know how they actually feel. Divert the conversation back to the patient and yourself, away from the family member. That should send out the signal that their input is not needed at that point. In a worst case scenario, ask the family to step out of the room while you complete your evaluation. Related: Licensed Practical Nurses (LPNS) What's Next? Although most of your patients are less likely to be defensive, it is important to follow these tips and guidelines so you know exactly how to handle a situation that involves a defensive patient. Keep in mind that you are there to help him or her and not to interrogate. If your patient seems extremely defensive or uncomfortable, try talking
calmly and approach them with an open mind. They may confuse or uncomfortable because they don't know what is going on, or how to get treated. It is your job to not only treat him or her, but to make their treatments and visits as comfortable as possible. What advice can you offer to nurses who struggle with defensive patients? Related: Leading Registered Nurse Nellie Erickson, RN to be published in the Worldwide Leaders in Healthcare as New Member of the International Nurses Association Please follow us on Facebook, Linkedin, Pinterest and Twitter