As a foundation doctor, managing challenging families can be a difficult and stressful experience. Here are some de-escalation strategies that you can use to help manage such situations:
Listen carefully to the family’s concerns and try to understand their perspective. Show empathy and validate their feelings.
Use open-ended questions:
Ask open-ended questions to encourage the family to express their concerns and feelings. This can help to defuse tension and create a more collaborative approach.
Stay calm and professional:
It is important to remain calm and professional, even if the family becomes upset or angry. Try to stay focused on the issues at hand and avoid becoming defensive or engaging in an argument. If you notice you are beginning to feel this way, try to take some deep breathes to calm yourself.
Involve the family in the care plan:
By involving the family in the care plan and treatment decisions, this can help them feel more invested in the process and can increase their understanding of the situation.
Use clear and simple language to communicate with the family. Avoid medical jargon, and explain things in a way that the family can understand. Check in with them that they have understood what you have explained.
Clearly communicate what you can and cannot do for the patient, and what the family can expect from you. This can help to manage unrealistic expectations and reduce frustration.
Document the conversations:
Document the conversations that you have with the family, including any concerns or requests that they have. This can help you keep track of the issues and ensure that the care plan is consistent and appropriate.
Involve senior staff:
If you feel that the situation is escalating and you are unable to manage it, involve senior staff members for support and guidance.
Show respect and kindness towards the family, even if you disagree with their point of view. This can help to build trust and rapport.
Use de-escalation techniques:
There are several de-escalation techniques that you can use to help manage challenging situations, such as acknowledging the person’s feelings, redirecting the conversation, and offering choices.
Remember, it is important to prioritise your safety and well-being and that of the patient at all times. If you feel that the situation is becoming unsafe, remove yourself from the situation and seek assistance from senior staff or hospital security.