MRCEM OSCE( Angry Patient )

MRCEM OSCE( Angry Patient )
aspects of approaching an angry patient in the MRCEM OSCE exam:
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1. Safety First • Assess scene safety: Ensure you, the patient, and others are safe.
 • Maintain a calm demeanor.
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2. Communication Skills 

• Stay calm and non-confrontational. 

• Use open body language, maintain appropriate eye contact. 

• Speak in a soft, empathetic, and respectful tone.
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3. Acknowledge and Validate 

• Acknowledge their feelings: “I can see that you’re upset…” • Validate their concerns without necessarily agreeing: “It’s understandable that you feel this way.”
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4. Explore the Cause 

• Ask open-ended questions to understand the source of anger:“Can you tell me what’s made you feel this way?”
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5. Empathise and Apologise • Show empathy: “I’m really sorry this has happened…” • Offer a genuine apology if appropriate — even for their experience, not necessarily fault.
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6. Offer Solutions 

• Explain steps being taken to address the issue. 

• Set realistic expectations and timeframes. 

• Involve senior staff or PALS if needed.
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7. Document Thoroughly 

• Document the incident factually, including: 

• What was said 

• Actions taken 

• Any escalation or referrals
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8. Reflect and Debrief 

• After the interaction, reflect and debrief with team if necessary. • Learn for future improvement.

_{By/ Khaled Khalifa}

_{Consultant in Emergency Medicine}

_{Manchester University NHS Foundation Trust}

_{Wythenshawe Hospital}