Guideline 12: Family carers displaying anger
7 out of 10Specific strategies
Wherever possible, interact with family carers showing anger with respect and empathy
- It is helpful for clinicians to remain calm, respectful and empathic. 65
- Demonstrate non-verbal signs of composure and respect, as well as communicating empathy verbally.
- Reflect and validate the family carer’s emotions.
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“I can really see how frustrating it has been given the long delays you have both faced getting the right diagnosis.”
- Acknowledge / apologise if errors have been made and show that action will be taken 67
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“I’m very sorry that the test results were lost. That should not have happened. I will ask my clinic manager to do a review of our office procedures to ensure this does not happen again”.
- Affirm the family’s support of the patient (if appropriate).
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“I can see you just want [patient] to get the best care possible. [Patient] is fortunate to have you supporting [him/her]. Let’s see what we can do now, moving forward.”
OVERALL COMPLETION
