Summary of Feedback for Scenario: Angry Patient Consultation

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.