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The Upset Patient Protocol
Dealing with an angry, upset patient can feel like walking into an emotional storm. The frustration in the room is palpable, and even the most experienced clinicians can feel thrown off balance. While medical training equips us to handle complex diagnoses and emergencies, it often falls short when it comes to managing interpersonal conflict. That’s where the Universal Upset Patient Protocol comes in—a straightforward, highly effective framework designed to de-escalate tense situations, restore trust, and protect your own emotional bandwidth. In this episode, we explore Dr. Dike Drummond’s original protocol, breaking down each step with specific language to use in the heat of the moment. Finally, we’ll add a few practical tweaks to help make these conversations even more natural and effective in real-world practice.
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Guest Bio: Dike Drummond, MD, is a physician coach, burnout prevention expert, and creator of the Universal Upset Patient Protocol—a step-by-step framework for managing challenging interactions with upset patients. A former family physician, he transitioned to coaching to address the emotional toll of healthcare on providers. As founder of TheHappyMD.com, he’s helped thousands of physicians improve communication, manage stress, and build healthier professional relationships.
We Discuss:
- The Universal Upset Patient Protocol: A Framework for Diffusing Conflict
- Key Principle: Acknowledgment Over Fixing
- Step 1: Acknowledge the Vibe and Name the Emotion
- Step 2: Open the Door for Them to Speak
- Step 3: Apologize and Show Compassion
- Step 4: Identify Their Need
- Step 5: Clarifying Reflection (Rob O Addition)
- Step 6: Set Boundaries and Expectations
- Step 7: Express Gratitude
- Beyond the Protocol: The Magic of Conflict Framework
Mentioned in this episode:
5 Free Tools To Make Medical Practice Easier
Scripts for your least favorite conversations. The quick and dirty guide to calling consults. A 10-minute "Driveway Debrief" to switch off from work. My favorite documentation templates. Step-by-step guide for delivering the news of death.
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