Upset/impatient patients

[ginazimmermann]

How do you handle patient's who are upset because you "ask too many questions"? My patient today got upset because I asked him if he had an updated medication list. He said that is why no one likes going to the doctor because they make you go over everything everytime. I work in Primary Care, so we have to ask about medications, surgeries, preventative things like mammogram, colonoscopy, flu shots. And if they don't do the things, we ask everytime they come. Granted I can see how a sexual history has nothing to do with having a cold for walk in patient's, but meaningful use requires us to ask these questions. I'm just doing my job.

[toomuchbaloney]

I don't work in Primary Care any longer but...

I try to use humor to de-escalate their attitude.

I tell them that I am required to ask.

I tell the doc or provider when they are upset and I document it if they make a stink. "pt verbalized dissatisfaction with nurse interview" or similar.

I only asked questions actually required or approp for type of visit.

[T-Bird78]

I don't like meaningful use stuff either. Follow-up visits are a little easier because we can just compare what we already have on file with what they're currently taking (although I ask how often they're using certain meds, not just if they are using them because there is a huge difference. Pts are using their maintenance inhaler, but not using it daily as directed.) I tell new pts that we need this for a complete medical history. What does bug me, however, is the attitude I get when I ask a pt to get on the scale. One pt asked me what the h--l their weight had to do with the sinus infection they were being treated for.

[ginazimmermann]

Yea people are REALLY sensitive about their weight. Every. Single. Person. Has something to say. As for med reconciliation on a follow up, it never fails that if I ask has anything changed they say no. But if I read them off one by one they usually remember they stopped something or ran out. This is why I like to go over them one by one.

[xoemmylouox, ASN, RN]

You will never please some people. The people who complain that we ask too much at their current visit, will be the ones who would complain that we don't give a complete exam because we didn't ask questions at their next visit. They often get upset with the phone staff and/or front desk staff for checking demographics at every visit. I usually smile and polietly explain why. When that doesn't work I inform the MD that the pt refused and let them deal with it.

[RschIVF40]

I agree that it is challenging asking patients so many questions. At the front desk, when the patient is registering, they are just asked, "Any changes to your current address or phone number?"...our patients are fine with this. Specific to medication reconciliation and/or other questions, I start off with letting the patient know from the get go, that I need to ask them a number of questions that they may have been asked in the past, but in order to provide high quality care, I just need to confirm these again for the MD. I also let them know that I will get through these quickly as possible. I too, use humor to defuse the situation as well, especially when I can tell a patient is starting to get upset because of the questions.