Greg Dowdy, Chief Operating Officer for American HealthCare, writes in the August issue of Provider Magazine about tips for dealing with upset families to handle interactions “more smoothly and with more satisfying results.”

He recommends that providers prepare for these encounters by remaining calm and meeting in a quiet area; permitting family members to finish what they are saying; working together with families toward a solution; setting and following conversational and behavioral “rules” for the interaction; and incorporate other staff members who are involved in the patient’s care, among other recommendations.

Read the article: Aim for Victory with Upset Families (Provider Magazine, August 2018)