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Subject Area
Enhancing communication skills
Focus
Assertiveness, non-verbal cues
Simulation Title
Communicating with an entitled and demanding patient
Learning Aim
To develop and refine the communication skills in healthcare personnel
Learning Objectives
- Enhancing assertiveness in managing challenging patient interactions
- Practicing non-verbal and verbal communication skills
- Practicing active listening
Simulation Scenario
Characters
Patient: An entitled and demanding individual seeking immediate attention and displaying frustration with delays.
Nurse: A professional nurse tasked with addressing the patient's concerns while maintaining composure and demonstrating empathy.
Background
The patient has arrived for a scheduled medical consultation but finds there is a considerable delay. They express dissatisfaction with waiting times and are verbally and non-verbally showing their frustration. The nurse must navigate the conversation calmly, address the patient’s concerns and defuse the tension.
Setting
A busy outpatient clinic with a private consultation room.