- Listen to the patient’s concern even if you don’t understand.
- Ask the patient to tell you what the problem is, and LISTEN sincerely.
- Recognize and acknowledge the patient’s right to his/her feelings.
- Sit down if possible (maintain safety) and invite the patient to do likewise.
- Invite the patient to talk in a quiet room or area where there is less of an audience and less stimulation.
- Apologize if you did something that inadvertently upset the patent. Acknowledge feelings (not reasons) and state that it was unintentional.
- Let the patient suggest alternatives and choices.
- To maintain patent and staff safety, have adequate personnel available for crisis situations.
- Speak in a calm, even, non-threatening voice. Speak in simple, clear and concise language.
- Use non-threatening non-verbal gestures and stance.
- Be aware of language, hearing, and cultural difference.
- Assure the patient that she/he is in a safe place and we are here to help.
- Recognize your personal feelings about violence and punishment and how it affects you when a patient is violent.
- Be aware of how other staff positively interact with angry patents and model their interventions.
Clinical Management
Promoting Safety: Alternative Approaches to the Use of Restraints
Point of Care Resources