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Communication Strategies for Angry Patients

This document provides guidance for a student group discussion on communicating with angry patients. It outlines the learning objectives, which include identifying and analyzing problems in doctor-patient communication, and planning effective solutions. The discussion will involve watching two videos depicting angry or disappointed patients. Students will examine communication issues in the videos, consider how doctors responded, and discuss how to properly handle situations involving angry patients or complaints from families. The goal is to apply communication theory and psychology to effectively deal with special conditions like anger while maintaining positive outcomes.

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fkunjani 2021
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48 views2 pages

Communication Strategies for Angry Patients

This document provides guidance for a student group discussion on communicating with angry patients. It outlines the learning objectives, which include identifying and analyzing problems in doctor-patient communication, and planning effective solutions. The discussion will involve watching two videos depicting angry or disappointed patients. Students will examine communication issues in the videos, consider how doctors responded, and discuss how to properly handle situations involving angry patients or complaints from families. The goal is to apply communication theory and psychology to effectively deal with special conditions like anger while maintaining positive outcomes.

Uploaded by

fkunjani 2021
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

STUDENT’S GUIDE

GROUP DISCUSSION 4
BLOCK 2

Day/Date : Thursday, December 2nd 2021 (13.00-15.50 pm)


Subject : Communication in Special Condition
Sub Subject : Dealing with angry patients
Person in Charge : Irwanto Ischlas, dr., SpKJ
Fransiska Ambarukmi P, dr., [Link]
Contributor : Sylvia Mustikasari, dr., [Link]
Desi Linasari, dr., MKM

BLOCK LEARNING ACHIEVEMENTS


Code Description
Applying the basics of communication techniques between doctors and
patients, basic history taking, counseling techniques, empathy,
communication in education and therapy planning, communication with
BLA1 colleagues and other professions, and communication techniques between
doctors and the community.
KKNI GLA: STN 3, 4, 7, 9, 12; KU4; KK3
Competence Area: 1, 2, 3, 4
BLA3 Applying the basic theory of communication in special conditions such
as communication in cultural differences, communication with children
and geriatrics, communication in special settings such as angry,
anxious, embarrassed patients.
KKNI GLA: STN 3, 4, 7, 9, 12; KU 4, KK3, 4, 5
Competence Area: 1, 2, 3, 4

GROUP DISCUSSION LEARNING ACHIEVEMENTS:


1. Identify problems that occur in doctor-patient communication (C3-4)
2. Applying the basic theory of communication and behavioral psychology to the problems that
occur in the communication (C3-4)
3. Analyze the differences in the solutions to communication problems in the two examples of
communication videos (C4-5)
4. Planning the right solution in dealing with problems in communication in special conditions,
especially in angry patients. (C4-5)

SCENARIO:
MEU_KKNI_2021

Watch the two videos provided!


- Video (1) is an example of doctor-patient communication, and the patient expresses his
disappointment with the service of a doctor.

1
- Video (2) shows the patient's family who is disappointed with the medical treatment at a
hospital. The patient's family expressed their disappointment to the doctors and medical staff
at the hospital and recorded a video.

QUESTION:
1. Explain the problems contained in the two videos!
2. Analyze the problem by applying communication theory and behavioral psychology!
3. How do you feel about the doctor's reaction to the video (1)? Explain how it relates to the
outcome of the communication!
4. How do you feel about the doctor's reaction to the video (2)? Explain the difference with
video (1) and how it relates to communication outcomes!
5. What should be the solution for communication in video conditions (1)?
6. Based on the communication aspect, what points should a doctor pay attention to in dealing
with a patient in a situation like a scenario?
7. What are the points that a doctor needs to pay attention to in responding to incorrect
handling procedures and dealing with complaints from patients and their families? What
should the doctor do when responding to the situation in the case?

MEU_KKNI_2021

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