Easing tension when patients are frustrated
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Easing tension when patients are frustrated

Mandy Day-Calder Freelance writer and life/health coach

With healthcare services stretched, feelings sometimes run high. Here’s how to respond calmly and professionally

I am celebrating a ‘milestone’ birthday this year and having reached this grand ‘old’ age I feel I know myself well. I am usually patient and tolerant, so I was shocked recently at how angry I became during a lengthy call to a mobile phone customer service team.

Nursing Standard. 32, 26,37-38. doi: 10.7748/ns.32.26.37.s31

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