Structure: Angry Patient

Casebank Counselling
1

  1. Invite: I understand you wanted to speak one of the doctor, therefore I’ve been asked to come and speak to you. Is there anything in particular you would like to speak?

  2. Listen: Active listening, node your head, I see, alright, okay. repeat their last sentences. Eyebrows up

  3. AVE:
    A acknowledge - See it, Say it: I can see that you’re upset.
    V validate- Anyone in your position would feel the same.
    E empathy- I’m really sorry about that.

  4. Reassure: Let me see what we can actually do about it.

  5. Signpost: Can I ask you few questions to understand that better?

  6. History: Incident history Before? During? After?
    understanding?

  7. Explanation = Solution:

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