1. The angry patient/a complaint

2. The angry patient Welcome the patient
Start with a very open question, or they may start straightaway!
Facilitate ventilation and allow the patient to extinguish
Show empathy and apologise for how they are feeling and how it has effected them

3. The angry patient (Your) Emotional housekeeping
Find out what happened and what it means for them (SPICE).
Agenda setting – the medical issue and the complaint

4. The angry patient - medicine
Focussed questions & Red Flags
Summarising
Examination – yes you may have to examine the patient!
Explanation & option sharing +/- safety netting (
Shared decision making/management plan

5. The angry patient - complaint
Explain how you might deal with their complaint – SEA, Informal complaint procedure or formal complaint
Explain the process and likely outcomes
Shared agreement around the objectives.

6. The angry patient Arrange follow up Summarise what has been agreed
More emotional housekeeping!

7. The angry patient
Using the CSA score sheet write down what the doctor said or did to help achieve a successful consultation