How to deal with difficult people

Author

Encompass Health - Home Health, Sarasota (FL)

Posted on

Mar 15, 2021

share-this
Share This
You would think that once you understand these beliefs and attitudes that you, a well-trained professional, could easily respond and deal appropriately with them. But wait, it can be a collision course! We bring our own set of beliefs to the party and if we don't understand them, we are headed for trouble. Be honest and ask yourself how often you have caught yourself thinking:

They don't appreciate what I do. I try to be perfect and so should everyone else. I'm the professional here; I know best.

But the good news is that you can control your more irrational beliefs by finding the underlying thoughts, and do what psychology calls reframing. First change your thoughts, and as you do this repetitively, you will find your beliefs become more realistic. Then it becomes so much easier to focus on our patients and families belief systems and manage them. Notice the word is manage not control. It helps to ask every patient what they expect from the hospital stay or from your therapy. Remember this is actually different from setting goals with a patient, although it is clearly part of the same conversation. It also helps to clearly ask what the family expects. This is the time for active listening time, not an opportunity for you to tell someone what is going to happen. Seek first to understand.
Active listening
Most of us are not particularly good at listening. We tend to interrupt and direct the conversation where we want it to go. The first order of business in dealing with difficult people is:

Find a quiet place with no distractions.
Focus on understanding the other persons point of view.
Ask yourself, what did the person or you expect during that visit or hospitalization.
Ask yourself, Are these expectations realistic given the circumstances of the event?
Don't take it personally or be defensive.

In 2013, Aileen Pascual, MD, published a slide share on Dealing with Difficult Patients. In it she lists a terrific, straight forward strategy to Take Heart and deal with these difficult people.

Hear them out: This is the active listening part.


Empathize: Put yourself in their shoes. How would you feel? How does this injury/illness disrupt their life not just medically?


Acknowledge/Apologize: Express understanding of what was said. Ask for clarification. Make amends as needed and use blameless apologies.


Respond appropriately: Gently and carefully provide more realistic expectations, but never take away hope.


Take responsibility: For your thoughtlessness, for not understanding, for the medical system having limitations.


Thank the patient or family for being patient: Recognize that being in this situation is challenging and it can bring out the worst in all of us.

We don't learn these things in medical, nursing or therapy school. However, with time and practice you will get good at it and find that you are no longer anxious or stressed when you are faced with difficult people.

Written & Submitted By: Encompass Health- click for more information**

Other Articles You May Like

Rehabilitation Hospitals-Inpatient in Boise, ID

A major illness or injury can change a persons abilities quickly. After the immediate medical crisis has stabilized, families may still face questions about walking, dressing, communication, swallowing, medication management, and home safety.Inpatient rehabilitation hospitals provide intensive therapy with continued medical and nursing support. Saint Alphonsus Regional Rehabilitation Hospital serves Boise patients who need a coordinated hospital-based rehabilitation program.What Inpatient Rehabilitation Hospitals IncludeAn inpatient rehabilitation hospital serves patients who are stable enough to leave acute care but still require intensive rehabilitation and close clinical oversight.Care is organized around functional goals such as transferring safely, improving mobility, communicating, completing personal care, and preparing to return home.This setting differs from outpatient therapy and skilled nursing care. Admission generally requires a qualifying medical need, the ability to participate in intensive therapy, and a reasonable expectation that rehabilitation will improve function.Saint Alphonsus Regional Rehabilitation HospitalPhone: 208-605-3000Saint Alphonsus Regional Rehabilitation Hospital is located at 711 North Curtis Road in Boise. Its programs address recovery following stroke, brain injury, spinal cord injury, hip fracture, and other neurological or orthopedic conditions.The hospital is accredited by The Joint Commission.Daily Care and TherapyThe hospital states that its program includes: Three hours of therapy five days per week 24-hour rehabilitation nursing Frequent physician visits Individualized rehabilitation planning Physical, occupational, and speech therapy as appropriate The care team connects clinical recovery with practical goals that are meaningful to the patient.Hospital Amenities and Family ParticipationThe Seniors Blue Book listing identifies 40 private rooms, a courtyard, Wi-Fi, televisions, telephones, and a nonsmoking environment.Families should ask when they can observe therapy, receive caregiver training, and participate in discharge discussions.Coverage and Admission QuestionsMedicare and other insurance plans may cover inpatient rehabilitation when medical criteria are met, but coverage is not automatic. A referral, clinical review, and authorization may be required.Ask the admissions team what documentation is needed, whether the hospital is in network, and how coverage denials or appeals are handled.Why This Matters Locally in BoiseBoise residents may transition to inpatient rehabilitation from hospitals throughout the Treasure Valley. A local program can support continuity with nearby physicians and make it easier for relatives to participate in training.The most appropriate facility is one that can meet the patients clinical needs, accept the insurance plan, and provide a realistic discharge pathway.How to Get Started Ask the acute-care team whether the patient meets inpatient rehabilitation criteria. Request evaluations from physical, occupational, and speech therapy as appropriate. Call Saint Alphonsus Regional Rehabilitation Hospital at 208-605-3000. Provide medical records, medication information, therapy notes, and insurance details. Ask about the therapy schedule, nursing services, physician involvement, and discharge goals. Confirm coverage and plan for transportation, caregiver training, home safety, and follow-up services. Related Seniors Blue Book Categories Rehabilitation Facilities in Boise, ID Stroke Rehabilitation in Boise, ID Physical Therapy in Boise, ID

Will Selling Their Home Cost You a Client?

Every independent living, assisted living, and memory care community has experienced it.A prospective resident and their family tour your community. They love the apartment. They are emotionally ready to make the move.Then comes the sentence that changes everything:"We have to sell the house first."Suddenly, what seemed like a straightforward move becomes filled with uncertainty.How long will it take to sell?How much will they actually receive?Will the buyer's financing fall through?Will repairs be required?Will inspections uncover expensive issues?Will the move be delayed for months?Unfortunately, these unknowns often result in families postponing their decision. Some decide to "wait until next year." Others choose another community with different availability. Sometimes a health event forces an emergency move that could have been avoided with better planning.In many cases, everyone loses.The family experiences unnecessary stress.The senior delays the next chapter of their life.And your community may lose a future resident.The Home Is Often the Biggest ObstacleFor many seniors, the home represents decades of memoriesbut it is also the largest financial asset they own.Many families simply cannot commit to a move until they know:When the home will sellHow much they will receiveWhether repairs will be necessaryWhen they will have access to the proceedsWithout those answers, planning becomes difficult.That's where we help.Did You Know?Many prospective residents delay moving into an independent living or assisted living community simply because they are uncertain about selling their home.In many cases, one conversation with an experienced real estate professional can eliminate that uncertainty and give families the confidence to move forward.One call gives families two professional options:A fast, guaranteed cash offer through Sarasota Cash Home BuyersA traditional MLS listing through Jeff Nemeth Real EstateThere is no obligation and no pressure - just honest guidance to help families choose the solution that best fits their goals, timeline, and financial needs.One Contact. Two Professional Solutions.Unlike most companies, we can provide both of the primary options available to homeowners.Our goal isn't to convince someone to choose one path over the other.Our goal is to help families choose the solution that best fits their situation.Solution One: Sarasota Cash Home BuyersSome families need certainty.Perhaps Mom needs to move within a few weeks.Perhaps Dad has already moved into assisted living.Perhaps the family lives out of state.Perhaps the home needs extensive repairs.Perhaps maintaining the property has become overwhelming.A direct cash purchase often removes nearly every obstacle.Benefits include:Sell completely as-isNo repairsNo cleaningNo paintingNo stagingNo open housesNo repeated showingsNo financing contingenciesNo appraisal concernsNo commissionsNo waiting for a buyer to qualify for financingChoose the closing date that works with the move-in scheduleGreater certainty throughout the entire processInstead of wondering whether the house will sell, families know exactly when the transaction will close.That certainty often makes scheduling a move into your community much easier.Solution Two: Jeff Nemeth Real EstateSometimes, selling through the Multiple Listing Service (MLS) is the better option.Every family's goals are different.If maximizing the sale price is the highest priority and the family has flexibility with timing, a traditional listing may produce the best overall outcome.With nearly two decades as a licensed Realtor and hundreds of successful real estate transactions, Jeff Nemeth helps families understand the advantages and trade-offs of listing their home traditionally.Our philosophy is simple:Recommend what's best for the clientnot what's best for us.That means families receive honest advice about both options before making any decisions.Why This Matters to Senior Living CommunitiesWhen a family delays selling a home, the move into your community is often delayed as well.Those delays can affect:OccupancyMove-in timelinesApartment availabilitySales forecastingFamily confidenceResident planningHaving a trusted housing resource available early in the conversation can eliminate many of these roadblocks before they become major problems.Even if a family ultimately chooses to list the property rather than accept a cash offer, they now have a clear roadmap and realistic expectations.Knowledge reduces uncertainty.And reduced uncertainty helps families move forward.We Become Part of Your TeamWe regularly work alongside:Independent Living communitiesAssisted Living communitiesMemory Care communitiesContinuing Care Retirement Communities (CCRCs)Senior placement agenciesSenior move managersEstate planning attorneysElder law attorneysProbate attorneysTrust officersFinancial advisorsGuardiansHome health agenciesHospice providersProfessional organizersSenior relocation companiesOur role is simple:Help families solve the housing piece of the transition.When that obstacle is removed, everyone benefits.One Contact. Two Solutions.Sarasota Cash Home BuyersJeff Nemeth Real EstateImmediate cash offerTraditional MLS listingSell completely as-isProfessional marketingNo repairsMaximum market exposureNo showingsBuyer competitionNo financing contingenciesGuidance throughout the selling processFlexible closing dateMarket-based pricing strategyFast, predictable closingIdeal for families with more flexibilityThere is no "one-size-fits-all" solution.Every family deserves to understand both options before making one of the biggest financial decisions of their lives.Why Families Appreciate Working With UsFamilies often tell us that what they value most isn't simply buying or selling a home.It's having someone who explains every option without pressure.We believe education comes before transactions.Sometimes the best recommendation is a cash sale.Sometimes it's listing on the open market.Sometimes it's waiting.Our responsibility is to help families make an informed decision based on their financial goals, timeline, and personal circumstances.Helping Seniors Move ForwardMoving into a senior living community is a major life transition.The process should feel supportednot overwhelming.If one of your prospective residents needs to sell a home before they can move, we'd be happy to provide a complimentary consultation, explain every available option, and help the family determine the best path forward.There is no obligation.No high-pressure sales presentation.Just experienced guidance from professionals who understand both the real estate market and the unique challenges families face during senior transitions.One conversation today could be the difference between a delayed move and a successful move-in.At Sarasota Cash Home Buyers and Jeff Nemeth Real Estate, we're committed to helping seniors, their families, and senior living professionals remove one of the biggest obstacles to a successful transition - selling the home with confidence.Together, we can help more seniors move forward with certainty.Contact Jeff Nemeth at 941-202-6957 for more information.    

When to Pay Attention to Hip Pain

Living with hip pain can be frustrating, limiting your movement and affecting your overall quality of life. If hip discomfort is interfering with your daily activities, your primary care provider can help determine the cause and guide you toward the right treatment.Signs Your Hips Need AttentionSymptoms of hip deterioration that patients might first notice are a loss of motion, such as bending over to tie shoes. Another indication of hip injury is a sharp pain in the groin area. The first step to healing is scheduling a thorough exam with an orthopedic specialist specializing in hip repair.You don't have to be older to experience hip or joint pain. These issues can affect anyone, including active adults and athletes. At AdventHealth, our expert specialists use physical exams and diagnostic imaging, such as X-rays, to better understand the cause of your discomfort and recommend the treatment options that best fit your unique needs and lifestyle.Will I Need Surgery, or Are Other Treatments Available?Only your doctor can determine if surgery is a good option for you, and they might offer other treatments to alleviate pain, such as cortisone injections. Its important to note that hip replacement surgery is completely your choice. Some treatments dont require surgery, like anti-inflammatory medications.Depending on the severity of your condition, there may be lifestyle changes you can incorporate to alleviate your pain, such as a weight-loss program or low-impact exercises.Another option for some patients is physical therapy. Sometimes, our muscles and joints get unaligned, and it takes the help of a trusted physical therapist to help you walk pain-free. They may also recommend heat therapy, which increases blood flow to the applied area and improves flexibility.Who Needs Hip Replacement Surgery?The good news about hip replacement surgery is that its very common. There are roughly 350,000 hip replacements in the U.S. every year. Patients are often good candidates for hip replacement surgery if they have:Benign tumorsContinued chronic pain even while sitting or asleepExhausted all other forms of treatmentHip dysplasiaMaintained an active lifestyleRheumatoid arthritisTotal hip replacement surgery does come with some risks and should be taken into consideration. Hip replacement is better tolerated than other joint replacements, and they can last a lifetime with appropriate care. Its important that you speak with your doctor to know if surgery is the best option for you.What Should I Expect Before and After Surgery?Your care team will start by performing a physical exam, including some tests before your surgery. They note all your symptoms and check your pain level and range of motion.Once your medical team recommends surgery as an effective option for treating your chronic hip pain, your primary care provider or orthopedic specialist will work with you to ensure that hip replacement surgery is safe.The surgery typically lasts one to two hours, with an additional two hours for prep and recovery in the operating room. During hip surgery, doctors may use the direct anterior approach, which is muscle-sparing with smaller incisions, ultimately leading to a faster and easier recovery. This surgery can be life-changing for patients who have lost mobility to injury or arthritis.Hip surgeries are typically outpatient procedures, allowing you to go home that same day. In some cases, you may need to stay overnight for your care team to examine the results.Hip replacement surgery is extremely effective at restoring your mobility and helping you get back to the life you love. Trust our leading orthopedic experts at AdventHealth to be there for you with a compassionate spirit and pioneering surgery options dedicated to getting you back on your feet.Will I Need Physical Therapy After Surgery?Physical therapy after surgery is essential to recovery. In just four to eight weeks, with physical therapy, you can be back on your feet with considerably less pain. The normal healing process takes about 16 to 20 weeks, as soft tissue takes longer to heal. As for scarring, the incision is only as big as it needs to be. Special care and concern are taken to minimize scarring related to the procedure.Live Pain-Free AgainOur hip replacement surgery experts are here to help you get moving through life comfortably again. To learn more about our orthopedic care services or to schedule an appointment today, visit AdventHealthPortCharlotte.com.