Acknowledge it
e.g. ‘I can imagine you’re feeling very frustrated right now.’
e.g. ‘I can imagine you’re feeling very frustrated right now.’
and explore what is making them feel that way
and show empathy, e.g. ‘It’s understandable in your situation. You’ve been through a lot. You’re worried about your relative, you’ve been told you can’t see them, and you’ve been kept waiting for 2 hours.’
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Ask if there is anything else that’s making them angry/upset?
A patient presents to ED with chest pain and this trace. What would you do?
Interpretation management