Welcome to our new subscribers!! And if you haven't joined the conversation on Facebook, then find us @ptsonmission to continue to receive updates, encouragement, and information. Finally, tell a friend if you are benefiting from this site.

Imagine this scene with me. You get notified that your new patient arrives a few minutes late to the appointment. You grab your computer and get a room ready for the initial evaluation then head to the patient waiting area to call the patient back with you. The patient gets up and begins to walk toward you and you warmly introduce yourself and ask how are they doing today. Then, you get a snarky retort from the patient and they begin to unload their anger and frustration over some situation related to your clinic or hospital. All of the sudden the mood changes.

This is probably a scenario that is easy to imagine because it has likely happened to you. It’s happened to me recently! We often end up dealing with a frustrated or upset patient. The frustration can come from any number of places and for any number of reasons, but the bottom line sometimes we walk into situations that can become tenuous because of the emotional state of a patient. I was reflected on my recent experience with a frustrated patient and a proverb came to my mind.

“A soft answer turns away wrath, but a harsh word stirs up anger.” Proverbs 15:1

In those moments when we find ourselves dealing with a patient who is upset, it is important to remember this verse because we don’t want to escalate or stir up a situation with our response. So what might be involved in a soft answer? Well, for sure it means thinking before we say something. And for sure it means that we speak with a calm, gentle tone. But I think there are a few other components to a soft that turns away wrath.

Prayer. Whenever we find ourselves in a situation like the one described, it would behoove all of us to just say a quick little prayer to God to give us patience, understanding, wisdom, and words to say in response. We will certainly need to have God’s power and grace in those moments, especially if the frustration is directed at our clinic, hospital, rehab facility, or even us. Praying in that moment, much like the command Paul gives in Thessalonians to pray without ceasing, will help us avoid stirring up more anger.

Listening. Then we often need to just listen. Not empty listening but active listening. Some of what may be said may actually be completely false or partially false but sometimes people just need to vent the frustration and if we are actively listening then we can better recognize some of the issues that might invariably be true. That will allow us to show more empathy in our responses which will in turn help to ease the tension or as the proverb says, “turn away wrath.”
 
Assisting. Once we’ve been listening and communicating in return with a little empathy we then might discover a few small ways to help the patient. Either through just reassuring them or through small acts of service to help improve the situation. I’ve found that even small offers to reach out to a physician or just let my supervisor know of the situation can go a long way in helping the patient feel heard and understood. Providing measured assistance can really help ease any frustration and begin to establish a connection not built on the anger or frustration.

I hope you find these components helpful as we think about a Biblical response to a situation in which you inevitably find yourself at some point in your career. Realize, too, that often there are much deeper issues at play behind a patient's frustration. In my recent case, sure enough, a few family stressors surfaced through our conversation before the evaluation. Those stressors were the underlying cause of the frustration directed at the clinic. And as the patient verbalized those stressors she realized there was more to her attitude and began to calm down. We ended up having a successful and helpful evaluation after handling the situation.

“A soft answer turns away wrath, but a harsh word stirs up anger.” Proverbs 15:1

Jason

***Check out the new book "Rehab the World" written for Physical Therapists to encourage us in our workplace and prepare us to serve those around us. If you like, please leave a review and spread the word!!***

Welcome to our new subscribers!! And if you haven't joined the conversation on Facebook, then find us @ptsonmission to continue to receive updates, encouragement, and information. Finally, tell a friend if you are benefiting from this site.

Today I am excited to have a second therapist discuss her experiences while working in acute care! Please welcome my friend and colleague, Ana Quinlan, to the blog! I hope you are impacted by her honesty and her perspective of working in acute care.

Where do you work? Describe the patient population in which you work.

I work at Augusta University Medical Center in the acute care setting. I primarily work with patients who have neurological impairments. 

2. What do you enjoy about working in your field of PT?

My favorite things about acute care PT are getting to meet new people daily and helping them improve function to be able to return to their loved ones and their lives.
 
3. What are some of the unique physical, emotional, or spiritual challenges of working in your field PT?

Working with people in the acute care setting, you enter people’s lives when they are most vulnerable. They have had a major change in their health status, which could be physical and/or cognitive and can affect them on a deeper level. My interventions often include a lot of physical work (lifting, holding someone up in sitting or standing, helping them move their limbs).  Emotionally, working in this setting can be difficult as we work intimately with people and the future is often so unknown at this stage in their recovery. My patients' lives have just dramatically changed, and we are there to help get them on a path toward functioning in their “new normal.” I aim to bring hope to every interaction with each patient, and the message that this is temporary, better is coming.  Being of service to others definitely has its challenges when motivation is limited or a patient is struggling to find a purpose for why he/she is in this position. It's also difficult to watch someone struggle with illnesses or injuries and keep a positive perspective knowing the prognosis is poor. Spiritually, I am blessed every day to be a light for those who need it and thankful that they are the same for me. I am constantly reminded how precious and powerful our presence is in each other's lives. I truly believe that He places us in each other’s paths for a reason; each patient is in my path as much as I am in theirs.

4.  How does your faith impact your work and how you view you patient interactions?

My faith guides me and pulls me through, especially those more difficult days. It lets me know there is a higher purpose and a plan that we can't always see but we do what we are called to do. My faith allows me to show grace when patients need it and provide them hope for the future, whatever that may look like for them. It also refocuses me when I get distracted with complications (people, situations, attitudes) to guide me back to my purpose - serving Him through serving His people.
 
5. Briefly describe a story in which you really felt like you ministered to a patient.

I struggled to respond to this question, and I kept asking myself, "Why?" I'd like to be able to point to some poignant moment where I felt a warm glow and everything was shimmery as a patient and I made a connection. I have prayed over patients, prayed with patients, cried and rejoiced with patients. I have encouraged them and tried to help them find some peace in the moments that are darkest. I have spoken of trust and faith in God and his plans for us when the path feels dark and lonely. To me, ministering is something we do every day with every patient. We are there to be of service as healthcare providers and as Christians. We show the way to Him as we minister to every patient, in every interaction.

Ana

***Check out the new book "Rehab the World" written for Physical Therapists to encourage us in our workplace and prepare us to serve those around us. If you like, please leave a review and spread the word!!***