Mock examiner feedback from the mock conducted on 28th June 2024
Understanding the Case:
Angry Patient Context:
The patient is already angry and irritated due to an unexpected hospitalization for a daycare surgery.
It is important to recognize and address the patient's emotions and concerns effectively.
Key Points to Address:
Identify the Main Issue:
Recognize any information or communication gaps that may have contributed to the patient's anger.
Understand and highlight the patient's specific concerns, such as complications from a supposedly simple procedure.
Gather Detailed Information:
Assess the severity of the infection by asking specific questions about symptoms (e.g., discharge of pus, swelling, pain, fever).
Understand the timeline and nature of the complication (e.g., when the infection developed, severity, and systemic implications).
Ask about any information the patient may have regarding the infection status of the cyst, as this can provide crucial context.
Evaluate Communication Gaps:
Determine if the patient was informed about potential complications of the surgery.
Check if proper wound care instructions were provided and understood by the patient.
Assess Risk Factors:
Identify if the patient had any pre-existing conditions or risk factors that might have contributed to the infection.
Ask about the patient’s medical history, including nutrition, smoking, alcohol habits, and post-surgery activities.
Physical Examination:
Conduct a thorough examination of the patient, including checking vitals and inspecting the wound.
Ask about the patient's current condition and any ongoing symptoms.
Provide Explanations and Apologies:
Offer a sincere apology for any lack of communication or misunderstanding.
Explain that infections are a known complication and should have been communicated before the surgery.
Reassure the patient that you will investigate what went wrong and discuss it with your colleagues.
Offer Solutions and Follow-Up:
Propose to arrange a follow-up appointment to provide a comprehensive understanding of the case and further discuss the patient's concerns.
Offer to look into the patient’s notes to verify if there were any overlooked risk factors or reasons for not prescribing antibiotics initially.
Safety Netting:
Provide the patient with information on signs of infection to watch for in the future.
Distribute leaflets and pamphlets on wound care and infection prevention to ensure the patient is well-informed.
Patient Advice and Liaison Service (PALS):
Inform the patient about the Patient Advice and Liaison Service (PALS) and their right to make a complaint.
Offer assistance in making the complaint, ensuring the patient knows it is well within their rights to do so.
Dealing with Angry Patients:
Consistently validate the patient's emotions and show empathy for their situation.
Thoroughly investigate the case to understand the cause of the patient's anger and communicate findings transparently.
Involve senior colleagues and communicate any findings or changes to the patient’s treatment plan.
Indicate that you will review and potentially improve protocols to prevent similar issues in the future, hinting towards an audit if necessary.
Final Tips:
Always maintain calm and navigate through key points effectively.
Focus on understanding the patient’s perspective and addressing their specific concerns.
Follow up diligently and provide comprehensive information to ensure the patient feels heard and cared for.
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