How to Manage Difficult Patient Encounters

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Sharon K. Fam Pract Manag. Not all difficult encounters can be blamed on the patient side of the interaction. Physician attitudes about care, fatigue, stress and burnout can create circumstances in which physicians are responsible for the difficulties. Language barriers, cross-cultural issues and the need to relay bad news can also make for challenging encounters. Using a framework adapted from Adams and Murray, 2 we present some common scenarios you may encounter in your practice, along with strategies for dealing with them. In this model, patient characteristics, physician characteristics and situational characteristics all contribute to difficult clinical encounters. It can be hard to have productive encounters when patients exhibit the following characteristics. Here's how to identify them and respond appropriately.

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