Managing difficult encounters: Understanding physician, patient, and situational factors

American Family Physician

Volumn 87, Issue 6, 2013, Pages 419-425

  Lorenzetti, Rosemarie Cannarella ^a   Mitch Jacques, C H ^a   Donovan, Carolyn ^a   Cottrell, Scott ^a   Buck, Joy ^a  

^a WEST VIRGINIA UNIVERSITY SCHOOL OF MEDICINE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

ANXIETY; ARTICLE; COMMUNICATION SKILL; CONFLICT; DEPRESSION; DOCTOR PATIENT RELATION; EMOTION; HUMAN; MENTAL DISEASE; MOTIVATION; PATIENT; PATIENT ATTITUDE; PERSONALITY DISORDER; PHYSICIAN; PHYSICIAN ATTITUDE; PROFESSIONAL KNOWLEDGE;

EID: 84875137523     PISSN: 0002838X     EISSN: 15320650     Source Type: Journal    
DOI: None     Document Type: Article

References (44)

1. An PG, Rabatin JS, Manwell LB, Linzer M, Brown RL, Schwartz MD; MEMO Investigators. Burden of difficult encounters in primary care: data from the minimizing error, maximizing outcomes study. Arch Intern Med. 2009;169(4):410-414.
2. Haas LJ, Leiser JP, Magill MK, Sanyer ON. Management of the difficult patient. Am Fam Physician. 2005;15:72(10):2063-2068.
3. Steinmetz D, Tabenkin H. The 'difficult patient' as perceived by family physicians. Fam Pract. 2001;18(5):495-500.
4. DeMarco MA, Nogueira-Martins LA, Yazigi L. Difficult patients or difficult encounters? QJM. 2005;98(7):542-543.
5. Jackson JL, Kroenke K. The effect of unmet expectations among adults presenting with physical symptoms. Ann Intern Med. 2001;134(9 pt 2):889-897.
6. Elder N, Ricer R, Tobias B. How respected family physicians manage difficult patient encounters. J Am Board Fam Med. 2006;19(6):533-541.
7. Ong LM, de Haes JC, Hoos AM, Lammes FB. Doctor-patient communications: a review of the literature. Soc Sci Med. 1995;40(7):903-918.
8. Lindquist LA, Go L, Fleisher J, Jain N, Friesema E, Baker DW. Relationship of health literacy to intentional and unintentional non-adherence of hospital discharge medications. J Gen Intern Med. 2012;27(2):173-178.
9. Berkman ND, Sheridan SL, Donahue KE, Halpern DJ, Crotty K. Low health literacy and health outcomes: an updated systematic review. Ann Intern Med. 2011;155(2):97-107.
10. Keller DL, Wright J, Pace HA. Impact of health literacy on health outcomes in ambulatory care patients: a systematic review. Ann Pharmacother. 2008;42(9):1272-1281.
11. Breen KJ, Greenberg PB. Difficult physician-patient encounters. Intern Med J. 2010;40(10):682-688.
12. Arciniegas DB, Beresford TP. Managing difficult interactions with patients in neurology practices: a practical approach. Neurology. 2010;75(18 suppl 1):S39-S44.
13. Pérez-López FR. Difficult ("heartsink") patients and clinical communication difficulties. Patient Intelligence. 2010;2011(3):1-9.
14. White MK, Keller VF. Difficult clinician-patient relationships. J Clin Outcomes Manag. 1998;5(5):32-36.
15. Suarez-Almazor ME, Kendall CJ, Dorgan M. Surfing the net-information on the World Wide Web for persons with arthritis: patient empowerment or patient deceit? J Rheumatol. 2001;28(1):185-191.
16. Boutin-Foster C, Charlson ME. Problematic resident-patient relationships: the patient's perspective. J Gen Intern Med. 2001;16(11):750-754.
17. Davis MA. A perspective on cultivating clinical empathy. Complement Ther Clin Pract. 2009;15(2):76-79.
18. Kjeldmand D, Holmström I. Balint groups as a means to increase job satisfaction and prevent burnout among general practitioners. Ann Fam Med. 2008;6(2):138-145.
19. Epstein RM. Mindful practice. JAMA. 1999;282(9):833-839.
20. Knesper DJ. My favorite tips for engaging the difficult patient on consultation-liaison psychiatry services. Psychiatr Clin North Am. 2007;30(2):245-252.
21. Jackson JL, Kroenke K. Difficult patient encounters in the ambulatory clinic: clinical predictors and outcomes. Arch Intern Med. 1999;159(10):1069-1075.
22. Eberhard-Gran M, Schei B, Eskild A. Somatic symptoms and diseases are more common in women exposed to violence. J Gen Intern Med. 2007;22(12):1668-1673.
23. Sack M, Lahmann C, Jaeger B, Henningsen P. Trauma prevalence and somatoform symptoms: are there specific somatoform symptoms related to traumatic experiences? J Nerv Ment Dis. 2007;195(11):928-933.
24. Paras ML, Murad MH, Chen LP, et al. Sexual abuse and lifetime diagnosis of somatic disorders: a systemic review and meta-analysis. JAMA. 2009;302(5):550-561.
25. Groves JE. Taking care of the hateful patient. N Engl J Med. 1978;298(16):883-887.
26. Strous RD, Ulman AM, Kotler M. The hateful patient revisited: relevance for 21st century medicine. Eur J Intern Med. 2006;17(6):387-393.
27. Breuner CC, Moreno MA. Approaches to the difficult patient/parent encounter. Pediatrics. 2011;127(1):163-169.
28. Boyle D, Dwinnell B, Platt F. Invite, listen, and summarize: a patient-centered communication technique. Acad Med. 2005;80(1):29-32.
29. Halpern J. Empathy and patient-physician conflicts. J Gen Intern Med. 2007;22(5):696-700.
30. Christensen AJ, Howren MB, Hillis SL, et al. Patient and physician beliefs about control over health: association of symmetrical beliefs with medication regimen adherence. J Gen Intern Med. 2010;25(5):397-402.
31. Chou R, Qaseem A, Snow V, et al. Diagnosis and treatment of low back pain: a joint clinical practice guideline from the American College of Physicians and the American Pain Society [published correction appears in Ann Intern Med. 2008;148(3):247-248]. Ann Intern Med. 2007;147(7):478-491.
32. Fishbain DA. Approaches to treatment decisions for psychiatric comorbidity in the management of the chronic pain patient. Med Clin North Am. 1999;83(3):737-760, vii.
33. Giddens B, Ka'poua L. Promoting Adherence through Collaborative Teams (PACT): a practice model. In: O'Donohue WT, Levensky ER, eds. Promoting Treatment Adherence: A Practical Handbook for Health Care Providers. Thousand Oaks, Calif.: Sage Publications; 2006:174.
34. Searight R. Realistic approaches to counseling in the office setting. Am Fam Physician. 2009;79(4):277-284.
35. Pomm HA, Shahady E, Pomm RM. The CALMER approach: teaching learners six steps to serenity when dealing with difficult patients. Fam Med. 2004;36(7):467-469.
36. Zurad EG. Don't be a target for a malpractice suit. Fam Pract Manag. 2006;13(6):57-64.
37. Heckman CJ, Egleston BL, Hofmann MT. Efficacy of motivational interviewing for smoking cessation: a systematic review and meta-analysis. Tob Control. 2010;19(5):410-416.
38. McCambridge J, Strang J. The efficacy of single-session motivational interviewing in reducing drug consumption and perceptions of drug-related risk and harm among young people: results from a multi-site cluster randomized trial. Addiction. 2004;99(1):39-52.
39. Heisler M, Hofer TP, Klamerus ML, et al. Study protocol: the Adherence and Intensification of Medications (AIM) study-a cluster randomized controlled effectiveness study. Trials. 2010;11:95.
40. Fishbain DA, Cutler R, Rosomoff HL, Rosomoff RS. Chronic pain-associated depression: antecedent or consequence of chronic pain? A review. Clin J Pain. 1997;13(2):116-137.
41. Kroenke K. Efficacy of treatment for somatoform disorders: a review of randomized controlled trials. Psychosom Med. 2007;69(9):881-888.
42. Kroenke K, Rosmalen JG. Symptoms, syndromes, and the value of psychiatric diagnostics in patients who have functional somatic disorders. Med Clin North Am. 2006;90(4):603-626.
43. Angstman K, Rasmussen NH. Personality disorders: review and clinical application in daily practice. Am Fam Physician. 2011;84(11):1253-1260.
44. Schröder A, Fink P. Functional somatic syndromes and somatoform disorders in special psychosomatic units: organizational aspects and evidence-based treatment. Psychiatr Clin North Am. 2011;34(3):673-687.