Reading material on improving patient communication

 Anyone who has recently visited almost any health care facility, even as a patient, has almost certainly encountered a fellow patient who behaves in an impulsive and sometimes downright aggressive manner. This phenomenon has become very common and is a growing problem for healthcare workers. Research and scientific articles on the subject agree that healthcare workers are often ill-prepared to deal with such situations. When aggression and provocative behaviour are combined with a low, limited communication code in an elderly person, a very complex and complicated communication situation arises.

There can be several reasons for pushy, aggressive behaviour: for some it is inherent in their nature and habitus, for others it is an adopted behaviour linked to their position, while in some cases it is the result of the illness and the vulnerable situation it creates. The correct treatment, in which the patient’s rights and self-esteem are not violated in the same way as those of the physiotherapist facing him, and in which the harsh, demanding tone does not rub off on the physiotherapist or possibly on other patients, is a difficult task in everyday work. Aggressive behaviour can be triggered by fear, uncertainty, anxiety, frustration, pain or even communication difficulties – such as differences in the level of communication between the physiotherapist and the patient. Patients often feel that they or their relatives are not being cared for. This is often experienced as a personal violation. Of course, the influence of alcohol and possible mental illness does not make the situation any easier for patients and their carers. The offensive behaviour, often not the dissatisfaction with the situation, can also be a legitimate reason for the insults – for example, because of the failure of previous treatment, because of a long wait – but also the patient’s own lack of confidence and insecurity, which he tries to blame on the health worker who seems vulnerable. In this situation, it is important not to “put on the gloves”, as this will only aggravate the discussion, but a dispassionate, objective attitude may further enrage the patient if he is looking for an excuse to engage in a verbal duel.

If we have the opportunity, it is worth letting him talk about his complaints and express his opinion, which we can confirm and accept. Of course, we can remind you to maintain a civilised tone if your language is rude, insulting or offensive to others.

Main chapter headings
• The psychological characteristics of elderly people.
• General information about the basic rules that determine communication with elderly people.
• What does it mean to choose the right communication code? What do we mean by a restricted and an elaborate code?
• How to recognise threatening situations in time?
• How can irritability and aggressiveness be avoided?
• Avoidance strategies and recommended methods for dealing with aggressiveness