One thing I've found helpful in dealing with a difficult patient's family member is by using the strategy of "attitude and attention" Attitude simply means how I behave while listening to such family member. There is a need to be calm, observant, maintain eye contact and not try to interrupt while they talk. The next is giving them attention as they make their complaints or anything else. Try as much as possible to understand what exactly the issue is. Thirdly, try to calm the family member down and quietly explain the protocols or policies or any relevant information around the issue being dealt with.

Balancing professionalism and empathy with a difficult patient’s family member involves active listening, clear communication, and maintaining calm. Acknowledge their concerns, show understanding, and provide reassurance while sticking to facts and procedures. This approach fosters trust while maintaining boundaries.

Allow the family to explain their concerns, and see what you can do to address those. Families and friends of patients don’t choose to be challenging. There’s an underlying reason. There may be a gap in knowledge and understanding. Taking the time to find out what their needs are and explaining in proper lay terms can be beneficial to building that rapport and relationship and contribute to a smoother shift.