Due to the lockdown being enforced again, across the USA, clinics have been told to shift their operations online. Since last year, many clinics and hospitals have already on boarded the telehealth train, which means that they are providing treatment to patients through the internet, from the comfort of their homes. Therefore, it does not matter where the patient or doctor is, or even if they are continents apart, as long as both parties have a stable internet connection, virtual treatment will take place. In case your internet connection is troubling you, cancel your subscription, and sign up for Charter Spectrum. The company offers incredible internet speeds, unlimited data, and on top of that, 24/7-available customer support. In addition to this, Spectrum Internet prices are highly affordable starting from only $49.99 per month for 200 Mbps of internet speed.
It does not matter if you are a doctor, a nurse, or a clinic manager – you will have to deal with difficult patients throughout your career. These patients may exhibit an outburst of emotions like anger, guilt, hatred, defensiveness, fear, etc.
Handling them in person is a lot easier because you are physically available to calm them down, explain the matter, and come up with a solution to their problem.
However, when the problem is being dealt with virtually, the patient may react differently – leave a bad review, give an awful rating, record the consultation, cut the call in between, boycott the clinic or take up to social media to defame if the issue is not resolved. The possibilities are endless but there are ways to tackle challenging situations and people.
Specialists and clinics all over America are adapting to telemedicine due to several reasons, the major one being the coronavirus outbreak, which has restricted people from leaving their houses. Unless there is an emergency, individuals do not want to visit a walk-in clinic near me due to the fear of being infected. Doctors are also finding it easier to connect with millennial patients via telemedicine because they are much more technologically minded. Moreover, medication can be prescribed and sick leave certificates can be issued during a teleconsultation in the USA.
Understand Where the Emotion Is Coming From
Before understanding where the patient is coming from, we need to know the type of patient we are dealing with. Different things will push our buttons, but we must not blame the patient; it is something we need to figure out. I encourage people not to interpret but just to ask.
- If the patient is resistant, he/she is more likely to act out of fear. The best way to calm such a patient down is to address the problem through a video call rather than audio or chat. This way you can empathize with the individual and address the problem.
- If the patient ‘somatizes’ which means that he/she always exaggerates the symptoms, sickness and always wants to be checked, the doctor should set up online appointments after fixed intervals. However, medications, tests, and e-sick leaves should not always be prescribed knowing the patient’s psychological attribute to ‘at all times be in a sickly state’.
- If a patient is manipulative, which means that he/she is at times threatening to sue, give a bad review or rating, the doctor should not argue at all. In fact, address the patient’s concerns if any, and if that is not possible, an online appointment with the patient should be avoided.
- If a patient is a ‘frequent flyer’ as quoted by Mdlinx.com, the patient needs your undivided attention. These patients might be lonely, worried, and upset – which leads them to make appointments constantly. Such patients can be referred to psychiatrists for online therapy, and for other specialties, it is vital to have eye contact with the patient throughout the online session. Moreover, before ending the call, the patient should be allowed to comment on the nature of the call and ask questions.
Hear the Patient’s Side
Whatever the patient type, if the patient is being difficult, forget the symptoms for a while and ask the patient what is wrong. They could have had past bad experiences, maybe having difficulty interacting online, or might just be have had a bad day. Chances are that they will open up more, and stop acting out. This will also make them realize that the doctor cares. The patients may not always open up, but the doctor should make them understand that not only will they be offered top-notch treatment, but also that the doctor will be there for them no matter how hard things get. ‘The world will turn on you, but your doctor will always have your back.’
Do Not Give Your Opinion, Discuss It!
The doctor knows best but a frustrated patient with his/her emotions all over the place may think that he/she knows better. The key to dealing with such patients is to make them think that they are the boss. First, such patients should have virtual video visits so that they can see the doctor’s body language, positive gestures whilst hearing him/her out. Secondly, the doctor needs to use ‘positive language’ to address the patient. A great way to get the patient’s attention is to make him/her part of the decision-making process. For example, rather than saying, ‘This is your treatment plan,’ say, ‘Let’s discuss your treatment plan. I’ll tell you all the options and we’ll decide.’ Make sure that it is the patient and not you! It is inevitable to not get overwhelmed. Doctors might be new to communicating on their laptops and smartphones and they might just have had a long day.
Final Words
In the end, it is important to always remain calm, speak professionally, never take anything personally, and know where to put a full stop.
