DEALING WITH A STUBBORN PATIENT TO DO NOT TO DO Listen actively and show interest. Stay calm and patient. Respect their opinions, even if you disagree. Use clear and simple language. Involve them in decisions and offer options. Be consistent in your approach. Remain professional and respectful. Don't ignore their feelings. Don't be condescending or judgmental. Avoid conflict and heated arguments. Don't force sudden changes. Don't neglect their emotional needs. Don't lose your temper. Don't make threats or promises that cannot be kept. Role-play PROBLEM Exercise 1: a hospitalised patient is uncooperative and does not want to take the prescribed medication Exercise 2: a patient does not want to pay the fee for the medical visit carried out because he is not happy with the service AIMS Exercise 1: reassure the patient, make him feel safe and respect his fears Exercise 2: listen to the patient s concerns, give explanations, suggest solutions without giving in to requests Location: hospital room Characters: nurse, patient Case-study: the patient is afraid to have the nurse administer a strong painkiller prescribed by the doctors because he is afraid that it could cause side effects or worsen his condition. The nurse reassures him, listening to his concerns and suggesting a solution that makes him feel safe in taking the drug, respecting his fears without forcing him. EXERCISE 1 Location: at an ophthalmologist s Characters: secretary, patient Case-study: a patient is not happy with the medical examination he received and refuses to pay for the service, believing that it has not brought him any benefit. The secretary handles the situation calmly and professionally, listening to the patient's concerns, explaining the reason for the payment, and suggesting a solution to investigate the situation with the doctor, without giving in to the request to postpone the payment. EXERCISE 2 354 extra