Handling Complaint Scenarios For Group Discussion V2.pptx

HANDLING COMPLAINT IN THE EMERGENCY DEPARTMENT 2024V3.pptx

1. Handling Complaint Scenarios CME SEPT 2024

2. Task for the students in the group: (for all scenarios) Your role as the junior EP working in the ED on that day. Provide the answers for all questions in each scenarios. Complete management must include: Acute clinical management Administration management Potential medico-legal issues All answers must be provide with a valid reason

3. GROUPING FOR PRESENTATION Group 1 Case 1 & Case 2 Group 2 Case 3 & Case 4 Group 3 Case 5 & Case 5 Group 4 Case 7 & Case 8 Case 9 & Case 10 (KIV for discussion)

4. 10 DOMAINS OF DE-ESCALATION FOR AGGRESSIVE PATIENT

5. THE ASSAULT CYCLE

6. Aggression is rarely spontaneous. The ability to identify the signs of escalation and intervene appropriately early during this window of opportunity is crucial to prevent the violent incident. 10

7. APPROACH IN AGGRESSIVE PATIENT MANAGEMENT IN ED

8. TIPS Patient is your priority Be a safe doctor Know your limitation Know when to seek help Aggressive patient management ( ABCDE algorithm)

9. CASE 1 (Grp 1) You are the EP on-call that day. You received a complaint from an angry patient regarding your AMO at the triage being rude. How would you handle the situation?

10.   CASE 2 (Grp 1) A daughter of a patient is upset because she does not receive any information about her mother since 8 hours ago. Since her mother was pushed in to yellow zone, nobody updating her about her mother’s condition. She brought her mother to ED because she is having fever for the past 10 days. You are the EP on duty.

11.   CASE 3 (Grp 2) You are the EP on duty. A father who is really angry at the triage demanding to see a doctor because he was inform that her son has been molested by your staff in the toilet 15 minutes ago. His son is 10 years old is helping his mother while she is admitted to the OBS for dengue fever with warning sign. How would you handle this situation?

12.   CASE 4 (Grp 2) You are the EP on duty doing your round. Suddenly your MO is shouting to a husband of a patient suggesting to get a treatment else where as a second opinion in the Yellow zone. The patient’s husband is so angry and demanding to see a specialist. How would you handle thi s situation?

13.   CASE 5 (Grp 3) A lady came in complaining that his father was brought in by ambulance after alleged MVA and she noted that his father expensive watch was missing. She accused the watch was missing while his father receiving the treatment. She demanded your ED to replace the watch. You are the EP on-call . How would you handle thi s situation?

14.   CASE 6 (Grp 3) You are the EP on-call. You witnessed a MO from other department shouting at your MO in the red zone. How would you handle thi s situation?

15. CASE 7 (Grp 4) You are the EP on-call for today. You were informed by your MO that a patient diagnosed with unstable angina developed allergy reaction to aspirin. The patient has informed that she is allergy to aspirin but yet she was ask to take the aspirin. Now patient developed anaphylaxis. How would you manage this situation? Task : What will be your immediate management? How would you inform (communicate) the incident to patient and the family members? Why the communication with the family member is important?

16. CASE 8 (Grp 4) During a busy shift, a staff nurse inadvertently administer 100 IU of insulin to a diabetic patient. The medical officer reported this incident to you immediately. Task : What will be your immediate management as an EP on-call ? Following this incident, you has been assigned by your HOD to improve the medication safety for your department. What is your approach? How would you inform (communicate) the incident to the family members? Why the communication with the family member is important?

17. CASE 9 During a busy shift, you as the EP on duty receives a complain from a surgery registrar that your MO doing the night shift has missed a case of testicular torsion. The patient was discharged earlier but came back to ED this morning for persistent testicular pain. The surgical team is going for emergency OP for this patient. Task : What will be your immediate management as an EP oncall ? Following this incident, you has been assigned by your HOD to improve the medication safety for your department. What is your approach? How would you inform (communicate) the incident to the family members? Why the communication with the family member is important?

18. CASE 10 You have been assigned by your HOD to handle an inquiry meeting for a complaint from the blood bank regarding incorrect labelling the blood causing a patient nearly transfuse with a wrong blood group. How would you handle the scenario?

19. Thank you