Treat challenging patients with understanding, respect.
When case managers encounter challenging patients and family members, they shouldn't take it personally but should recognize that the hospital setting puts people under stress. They should try to defuse the situation. Present yourself as a supporter and resist the temptation to fight back or just leave the room. Keep your emotional health in good shape by educating yourself and getting trained on how to cope with difficult situations. Don't set yourself up for failure by making assumptions about patients and their viewpoints.
D019090:Case Management; D006760:Hospitalization; D006801:Humans; D010361:Patients / Q000523:psychology*; D011369:Professional-Patient Relations