How to Handle Patients with Challenging Behaviour - with Caroline Tosh

In this podcast episode, Gilly Woodhouse introduces Caroline Tosh, an experienced osteopath and counsellor, to discuss how to handle patients with challenging behaviour in a clinic setting. Caroline emphasises the importance of effective communication, observation, and setting boundaries. They discuss various scenarios, such as patients comparing previous treatments, demanding specific treatments, or overwhelming consultations with excessive talking. Caroline provides practical tips on managing these behaviours, including redirecting conversations, acknowledging concerns while fulfilling professional duties, and setting clear action plans. The speakers also touch on dealing with patients who are consistently late and address the importance of prioritising patient safety and well-being. Overall, they emphasise the need for open communication and setting boundaries to maintain a professional and effective treatment environment.

You can reach out to Caroline at [email protected].

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Dealing with patients who have challenging behavior in clinic [00:00:23] Caroline shares her insights and experiences on managing patients with challenging behavior in a clinic setting.

Addressing patients who demand a specific treatment [00:08:57] Caroline discusses how to handle patients who insist on a specific treatment based on their past experiences, and highlights the need to consider the bigger picture and explore other possible causes or solutions.

Managing Expectations and Writing Notes [00:15:07] Importance of managing patient expectations, writing contemporaneous notes, and asking about their main concern.

Managing Personal Boundaries [00:24:57] Setting boundaries with patients who ask personal questions about family or share personal information.

Avoiding Political Discussions [00:25:50] Tips for shifting away from hot topics like politics when patients bring them up.

Managing Patient Expectations [00:31:40] Guiding patients on the number of visits needed, action plans, and addressing additional concerns not mentioned initially.

Meeting patients outside of the practice [00:37:59] Sharing personal experience of meeting a spouse who was a patient and cautioning against engaging in romantic relationships with patients.

Dealing with Challenging Behaviour [00:49:08] Caroline Tosh discusses how to handle challenging behaviour in a clinic setting and shares a technique to manage it effectively.

BEST MOMENTS

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ABOUT THE HOST

Since 2013, Gilly Woodhouse has been inspiring and developing Osteopaths, other healthcare professionals and their clinics. With a wealth of entrepreneurial skills gained over a lifetime of creating businesses from scratch both in the UK and abroad, Gilly shares these experiences as well as illustrating how her clients have vastly improved their practices by streamlining operations and improving their marketing skills. The Osteobiz team of six now comprises Osteopath clinic owners or members of an Osteo family and together support over 100 worldwide clinic owners.