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How to Deal with the Difficult Patient

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Aesthetic Applications of Intense Pulsed Light

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Abstract

The goal of achieving a satisfied patient implies, beyond an accurate treatment, wise patient selection and management. While some patients will be satisfied with basically any result, others will need special attention and guiding before achieving a satisfying result. In both cases, the physician’s attitude plays a key role and can avoid bad reviews, complaints and lawsuits. At the end of the spectrum are patients who need psychiatric care rather than cosmetic treatment. Recognizing and denying treatment to these patients, as well as those who do not harmonize with your team, can save you a lot of trouble. This chapter offers a comprehensive description of what an ideal as well as a difficult patient means and gives tips and tricks to how a physician should manage these patients.

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Author information

Authors and Affiliations

  1. Department of Plastic and Hand Surgery, University Hospital Carl Gustav Carus, Dresden, Germany

    Olimpiu Bota

  2. Department of Plastic Surgery, Emergency District Hospital, Cluj-Napoca, Romania

    Lucian Fodor

  3. Med’Art, Cluj Napoca, Romania

    Lucian Fodor

Authors
  1. Olimpiu Bota
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  2. Lucian Fodor
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Corresponding author

Correspondence to Olimpiu Bota .

Editor information

Editors and Affiliations

  1. Emergency District Hospital, Cluj Napoca, Romania

    Lucian Fodor

  2. Director Plastic and Reconstructive Surgery Department, Rambam Health Care Campus, Haifa, Israel

    Yehuda Ullmann

Multiple Choice Questions

Multiple Choice Questions

19.1.1 Q1: The Difficult Patient:

  1. (a)

    Is unfriendly to the staff and the physician

  2. (b)

    Is manipulative and demanding

  3. (c)

    Consumes a lot of time

  4. (d)

    Is non cooperative in giving the complete medical history and medication

  5. (e)

    Fails to follow the medical instructions

19.1.2 Q2: The Following Statements Are True Regarding the Management of the Difficult Patient:

  1. (a)

    Requires self-control

  2. (b)

    Implies the possession of verbal and non-verbal skills in interactions

  3. (c)

    Litigations with difficult patients cannot be avoided

  4. (d)

    The treatment is the only factor influencing patient satisfaction

  5. (e)

    Physician warmth and listening can influence patient satisfaction

19.1.3 Q3: When Dealing with a Difficult Patient, the Physician Should:

  1. (a)

    Remain neutral

  2. (b)

    Stay calm and professional

  3. (c)

    Explain loudly and clearly his or her point of view

  4. (d)

    Avoid being condescending

  5. (e)

    Listen to the patient without interrupting

19.1.4 Q4: Studies Show That:

  1. (a)

    The incidence of difficult patients lies around 15%

  2. (b)

    The incidence of Body Dysmorphic Disorder in the general population is 14%

  3. (c)

    Expressing empathy in surgeons needs improvement

  4. (d)

    The incidence of Body Dysmorphic Disorder is higher in patients searching for cosmetic treatment than in the general population

  5. (e)

    Nurse negativity has no impact on patient satisfaction

19.1.5 Q5: The Following Statements Are True About Body Dysmorphic Disorder :

  1. (a)

    All patients with Body Dysmorphic Disorder should be refused cosmetic treatment

  2. (b)

    The BDD Questionnaire-Dermatology Version has a high sensitivity and specificity

  3. (c)

    Body Dysmorphic Disorder is classified as mild-to-moderate and severe

  4. (d)

    Lawsuits in patients with Body Dysmorphic Disorder after cosmetic treatment are rare

  5. (e)

    Body Dysmorphic Disorder patients find themselves attractive

19.1.6 Q6: The Following Statements Are False:

  1. (a)

    The legal age of maturity is in most countries 18

  2. (b)

    Minor patients should not sign the informed consent

  3. (c)

    Physicians should always offer discounts to family members

  4. (d)

    Minor patients should be consulted in presence of the parents

  5. (e)

    Family and friends represent a special category of patients

19.1.7 Q7: The Following Statements Are True:

  1. (a)

    Only the medical aspects of the consultation should be documented

  2. (b)

    The informed consent should exhaustively explain the possible complications

  3. (c)

    The patient should have enough time to think before signing the informed consent and the procedure

  4. (d)

    Photographic documentation is optional

  5. (e)

    The patient decides the treatment

19.1.8 Q8: The Following Statements Are True:

  1. (a)

    Longer waiting times have no impact on patient compliance

  2. (b)

    Waiting times in the medical office can not be avoided

  3. (c)

    Patients deserve an apology, should they have to wait too long before the consultation

  4. (d)

    Completing questionnaires and reading the informed consent can occupy the patient while waiting for the consultation

  5. (e)

    Noise and distractions should be avoided during the consultation

19.1.9 Q9: The Physician Should Refuse Treatment:

  1. (a)

    If he does not like the patient

  2. (b)

    If the patient does not like him

  3. (c)

    If the patient has Body Dysmorphic Disorder

  4. (d)

    In a calm and direct manner

  5. (e)

    If the patient’s concern is disproportionately higher than the deformity

19.1.10 Q10: During the Consultation of a Difficult Patient, the Physician Should:

  1. (a)

    Set boundaries

  2. (b)

    Give options to the patient

  3. (c)

    State willingness to assist

  4. (d)

    Verbalize the issue

  5. (e)

    Involve the patient in the problem solving

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Bota, O., Fodor, L. (2020). How to Deal with the Difficult Patient. In: Fodor, L., Ullmann, Y. (eds) Aesthetic Applications of Intense Pulsed Light. Springer, Cham. https://doi.org/10.1007/978-3-030-22829-3_19

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  • DOI: https://doi.org/10.1007/978-3-030-22829-3_19

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-22828-6

  • Online ISBN: 978-3-030-22829-3

  • eBook Packages: MedicineMedicine (R0)

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