Over the last six months, the TMLT Risk Management Department has received a number of urgent requests from physicians looking for information on how to de-escalate angry patients or how to diffuse a tense situation in the office. Show
To begin, it’s important to understand that no single response or technique will work in every situation. When responding to escalating behavior, consider the individual patient, the circumstances, and the overall context of the situation. If at any time the patient threatens harm or you feel unsafe, contact the police or call 911 immediately. De-escalation is one technique that can be used when confronted with violent or aggressive behavior. De-escalation means “transferring your sense of calm and genuine interest in what the patient wants to tell you by using respectful, clear, limit setting [boundaries].” (1) The following tips — published by the Crisis Prevention Institute and the Western Journal of Emergency Medicine — may provide a useful starting point for the de-escalation process. (2-3) 1. Move to a private area.If it seems safe to do so, it may be helpful to move the patient away
from public spaces and into a private area to talk. 2. Be empathetic and non-judgmental.“Focus on understanding the person’s feelings. Whether or not you think those feelings are justified, they’re real to the other person.” 3. Respect personal space.“If possible, stand 1.5 to three feet away from the person . . . Allowing personal space tends to decrease a person’s anxiety and can help prevent acting-out behavior. Do not block exits.” 4. Keep your tone and body language neutral.“The more a person loses control, the less they hear your words — and the more they react to your nonverbal communication. Relax your body and keep your hands in front of you, palms facing outward.” 5. Avoid over-reacting.“Remain calm, rational, and
professional. While you cannot control the person’s behavior, how you respond to their behavior can affect whether the situation escalates or defuses. Empathize with feelings, not behavior.” 6. Focus on the thoughts behind the feelings.“Some people have trouble identifying how they feel about what’s happening to them.” 7. Ignore challenging questions.“Answering challenging questions often results in a power struggle. If a person challenges your authority, redirect their attention to the issue at hand. Ignore the challenge, not the person.” 8. Set boundaries.“If the person’s behavior is belligerent, defensive, or disruptive, give them clear, simple, and enforceable limits. Offer concise and respectful choices and consequences.” 9. Choose boundaries wisely.“Carefully consider which rules are negotiable and which rules are not. If you can offer a person options and flexibility, you may be able to avoid unnecessary altercations.” 10. Allow silence.By letting silence occur, you are giving the person a chance to reflect on what’s happening and how to
proceed. 11. Allow time for decisions.“When a person is upset, they may not be able to think clearly. Give them a few moments to think through what you’ve said.” More on de-escalationDealing with the aggressive patient VideosVerbal de-escalation of the agitated patient (from the University of Colorado School of Medicine)
Understanding agitation: De-escalation (psychiatric care example)
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