Healthcare providers deal with conflict a lot on the job, and sometimes that includes rude, obnoxious and even threatening patients and visitors. Part of the reason people can behave badly in a hospital or clinic is no doubt because they or a loved one is sick or injured. But is that the only reason? Are there things we could be doing as providers that could reduce the levels of stress and effectively set limits on challenging behaviors? Can an “environment of care” be made incompatible with anti-social and threatening behavior? Absolutely, once we understand that the major element of the “environment of care” is its people!
What are your thoughts? Do you agree or disagree with Joel’s observations? Let us know what you think in the comments section.
If you want more more information about healthcare issues, concerns and solutions, make sure to check out Joel Lashey’s new book, Confidence in Conflict for Healthcare Professionals.
http://www.amazon.com/Confidence-Conflict-Health-Care-Professionals/dp/0990910911
Joel,
Thank you for this post.
I like a lot your question: “Can an ‘environment of care’ be made incompatible with anti-social and threatening behavior?”
I agree with you that we absolutely can manage our environment of care to be incompatible with anti-social and threatening behavior. It’s very important to remember something you mention, that is, that the outcome of our patients “can” be dramatically influenced in a positive way by putting to use the valuable information in your Healthcare Myths series.
Your work is very valuable to us. Thank you for it.
robert