Video recording angry patient

Salam everyone,

Overdue post but still want to post about it cause someone inspired me to write again. (Will talk about it later). I have been writing before but never posted anything, just save it on the notes in my iPhone so gonna transfer all the details to the blog to keep the blog updated and record my journey as a medical student.

30/11/2015

During semester 3, we have to interview difficult patient and the CSU will record the video by using the cctv. After a week or something like that, lecturers and the members in the group going to watch it and give feedback on your performance. We had been dealing with easy and predictable stimulated patient since semester 1 you know with question and answering but this time CSU wanted us to deal with difficult patient like demanding/angry/talkative patient. Fuhh nervous plus scared cause we will never know how to deal with them unless we face one of them right? So back to the story, we were assigned into few groups and i was in the third group which consist of 5 student. Basically, we did not know anything about the cases cause we need to be quarantined inside a room. Two of us were given a piece of paper with case scenario which are demanding and sad patient. Lol we were kinda freaking at this time cause like 'why did they get those cases before going into the room but not for us?'. Okay we were like okay guys just chill and waited till the sister called our names to go to the recording room.

I entered the room nervously and excitedly i guess?, i saw a tiny beany microphone on the table and a cctv on the ceiling to record our interview session. Then, as i sat waiting for the patient to come in, i can hear the sister said, 'student, if you hear this please nod your head' then this one cartoon series that i used to watch came across my mind and i laughed! Okay why i think it was funny but when i write it, it does not sound funny at all. (Hm need to research on how to be funny i guess) 😒 So i just nod while looking to the camera. Now, the moment had arrived thanggg!

I hear someone knock over my door (knock knock)  and a middle aged lady came in with grumpy, angry, sad and in pain face. So as asual, i greeted the patient and shake her hand.

M: Hi Ms,
Pt: with no hi back and just cut my words said, you know what, i waited for a long time outside and i almost collapsed. How did you guys treat me? (Angry voice)
M: keep calm ms. Tell me what is happening ?
Pt: the hospitality are so bad. I need to wait for so long can you imagine with my diarrhea and keep on go back and forth to the toilet with no one to help me. I'm in pain and almost collapsed (keep nagging and mad about the waiting hours)
M: I am so sorry about that but i will make sure this will not gonna happen again.
Pt: (Keep on nagging)
M: Again i am sorry about it and i will tell the management team about this so the patient will not face the same situation again. So when do you start having the diarrhea (ask this cause she seems to be okay with it already)
Pt: since last night, i went to toilet 6 times. Even just now, i ask the nurses some toilet tissue and they gave it without smilling. What kind of hospital workers they are. So unprofessional.
M: about the nurses, i will try my best to talk to talk them so they can treat you better in the future. And thank you for your feedback because we get to know on what to improve in the future and again i am so sorry about it.
Pt: Nodding agree (yay)

p/s: this is only about how i deal with the angry patient. The content of the diarrhae i asked few question about it but did not managed to ask all cause well not enough time.
Conclusion: it was fun, we were laughing as we came out from the room cause it was so funny.
Patient's feedback: she said i am okay, she likes how gentle am i using my words and try to calm her down. The tone was good, the way you speak with no nervous at all ( deep inside i was freaking nervous) but one thing she said, i was smilling at the beginning when she was mad. Did i? Dangg what are you doing Nisa 😨
Dr said that i was okay during the interview but should not apologize again and again cause it might trigger the patient to get mad again. Okay noted! Well i guess i just need to practice more and deal with many more difficult patient! See the adrenaline rush there! Wait for it !