The Gold Foundation blog published an article we wrote, titled “3 Steps for Managing Emotionally Intense Conversations with Patients“.

The article explains how slowing down and taking time to listen to an upset patient can paradoxically result in a more efficient patient encounter, while attempting to calm a patient by providing information or by changing the subject will not only be ineffective, but also risk damaging the relationship with the patient. The article then discusses fundamental techniques for helping patients who are upset work through their charge, so patients are able to have a more collaborative conversation.