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.💡 Check out our Free Resources specifically designed to address pain points in medical practice💡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 ConflictKey Principle: Acknowledgment Over FixingStep 1: Acknowledge the Vibe and Name the EmotionStep 2: Open the Door for Them to SpeakStep 3: Apologize and Show CompassionStep 4: Identify Their NeedStep 5: Clarifying Reflection (Rob O Addition)Step 6: Set Boundaries and ExpectationsStep 7: Express GratitudeBeyond the Protocol: The Magic of Conflict FrameworkMentioned in this episode:5 Free Tools To Make Medical Practice EasierScripts 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. Free Resources LinkUpcoming Programs You Won’t Want to Miss!Awake and AwareMay 5–7 | Bend, Oregon - A 3-day, in-person workshop to challenge your mindset, recharge your purpose, and connect with people who get it. The Unburnable CourseStarts September | Online - A 6-month, online program with bi-weekly live coaching. Real strategies for career longevity and resilience. Spots are limited. Check the show notes for details!Our Current CoursesDoctoring Done Well | Bite-Sized WinsEvery other week, a few minutes of career-elevating insight delivered straight to your inbox. The Doctoring Done Well Newsletter is never lame, never spammy, and always fresh.Sign up for our Newsletter

Reuben Strayer, an emergency physician at Maimonides Medical Center and a prominent voice on emergency medicine, discusses the critical shift from traditional medical training to a more patient-centered approach. He critiques the bottom-up method in medical school, advocating for a top-down perspective that prioritizes immediate patient needs. The conversation delves into navigating clinical challenges, addressing burnout, and the importance of effective communication with patients. Reuben emphasizes agile decision-making to enhance emergency care outcomes.

Bradley Block, a private practice otolaryngologist and creator of the Physician’s Guide to Doctoring Podcast, discusses the nuances of nonverbal communication in healthcare. He explains how facial expressions, pauses, and eye contact can build trust with patients. The conversation touches on enhancing likability through humor and genuine interest, while also addressing the impact of vocal authority on patient interactions. Block shares practical tips for navigating patient anxiety and emphasizing the importance of validating unspoken concerns.

What’s the biggest mistake people make about meditation? Thinking they’re bad at it. Why do they think this? Because they’ve tried meditating, and their mind just won’t shut up!It’s a common misconception that meditation means clearing your mind of all thoughts. But in reality, meditation has little—or nothing—to do with that. If your mind wanders or feels like a crowded room full of shouting voices when you close your eyes, you’re not alone. That’s exactly what’s supposed to happen!A wandering mind isn’t failure—it’s expected, even for seasoned meditators.In this episode, we break down the exact steps of how to meditate, what to do with a wandering mind, and why a flurry of thoughts—popping up like popcorn—doesn’t mean you’re bad at meditation. In fact, it means your mind is working exactly as it should. Ultimately, meditation isn’t about thinking less; it’s about changing how you engage with your thoughts, making it a skill you simply can’t fail.💡 Check out our Free Resources specifically designed to address pain points in medical practice💡Mentioned in this episode:Doctoring Done Well | Bite-Sized WinsEvery other week, a few minutes of career-elevating insight delivered straight to your inbox. The Doctoring Done Well Newsletter is never lame, never spammy, and always fresh.Sign up for our Newsletter

It started in medical school, when I witnessed the stark reality of the hidden curriculum: a transgender patient referred to as "it" by an attending physician. Over the years, I saw more subtle but no less harmful behaviors—snickers, misused pronouns, quiet biases. I often felt lost in how to respond.Today, transgender identity feels more politically charged than ever. But beyond the politics, what’s it like simply to be transgender? What challenges do transgender patients face—physically, medically, socially, and emotionally? And how do you navigate a world that sees you differently after transitioning?In this episode, Dr. Jailyn Avila shares her story. We cover the deeply personal aspects of transition, from conversations with her wife and kids to navigating professional dynamics as an internationally recognized expert. Dr. Avila offers candid insights into her experience as a physician presenting as both male and female, practical advice for providing better care for transgender patients, and strategies for addressing pronouns and mistakes with grace.💡 Check out our Free Resources specifically designed to address pain points in medical practice💡Guest bio:  Jailyn Avila is a board-certified emergency medicine physician,  transgender woman,  wife, and mother of three. She has been heavily involved in medical education with an emphasis on bedside ultrasound and runs Core Ultrasound, delivering online educational content. In 2021, Jailyn began her gender transition and “completed” said transition in 2023. Jailyn is currently Core Faculty for the UHS SoCal MEC Emergency Medicine Residency in Temecula, California where she also functions as the Associate Ultrasound Director and the Director of Faculty Development.  Coming Out to Her WifeNavigating External Frictions and Gender IdentityBalancing Personal and Professional IdentityThe Gradual Process of TransitionWork and Social DynamicsExperiences as Both a Male and Female PhysicianManaging Emotions: The RAIN MethodCaring for Transgender Patients in the Emergency DepartmentImpact of Jailyn's Transition on Her Family and ChildrenUnderstanding Gender and Biological VariationsMentioned in this episode:Awake + Aware Bend May 5-7, 2025 | Our in person live event Ready to reset, recharge, and level up? Awake + Aware is a game-changing 3-day workshop where you will learn how to stay cool when the pressure’s on and lock in the mindset you need to flourish. Space is limited. 🎓 P.S. Yes, this is a CME event!Awake + Aware Bend 2025Never Lame. Never Spammy. Always Fresh.If you’d like a few minutes of career-elevating curated kickassery delivered to your inbox, sign up for our newsletter. Sign up for our Newsletter5 Free Tools To Make Medical Practice EasierScripts 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. Free Resources Link

Join Josh Russel, MD, editor-in-chief of the Journal of Urgent Care Medicine and a double board-certified physician, as he navigates the fascinating terrain of regression to the mean. Discover how this statistical concept plays a crucial role in medical decision-making and clinical assessments. Josh humorously tackles superstitions in the emergency department and explains the importance of control groups in interpreting health outcomes. Learn how understanding regression can shape our approach to patient care, reduce unnecessary interventions, and enhance clinical judgment.

Being a patient can feel like a lonely experience, especially when you sense your doctor is disconnected. A rushed or disengaged interaction can leave patients feeling unheard and uncared for, no matter how clinically skilled the physician is. At the same time, doctors struggle with overwhelming workloads, which can lead to unintentional detachment from those they treat. In this episode, we explore five ways to build connection in the exam room quickly, why small gestures matter, and how intentional preparation can change the entire dynamic. Finally, we dive into the emotional complexities of patient care and the essential role of listening and presence in preventing burnout. Our conversation centers around the ‘Presence 5 Practices’ from this article. 💡 Check out our Free Resources specifically designed to address pain points in medical practice💡Guest Bio: Clay Smith, MD, is an Associate Professor of Emergency Medicine at Vanderbilt University. He is triple board-certified in Internal Medicine, Emergency Medicine, and Pediatrics and the founder of JournalFeed, which provides concise, daily summaries of top medical journal articles.We Discuss:The Disconnect Between Patients and PhysiciansWhy Genuine Doctor-Patient Connections Matter More Than You ThinkEasing Patient Anxiety and ShameThe Impact of Preparation and Focus on Patient CareListening Intently and CompletelyAligning Care with Patient PrioritiesBuilding Trust by Connecting with the Patient's StoryUnderstanding Emotional CuesThe Delicate Balance of Antibiotic StewardshipUnderstanding Fear Behind Patient AngerMentioned in this episode:Awake + Aware Bend May 5-7, 2025 | Our in person live event Ready to reset, recharge, and level up? Awake + Aware is a game-changing 3-day workshop where you will learn how to stay cool when the pressure’s on and lock in the mindset you need to flourish. Space is limited. 🎓 P.S. Yes, this is a CME event!Awake + Aware Bend 20255 Free Tools To Make Medical Practice EasierScripts 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. Free Resources LinkNever Lame. Never Spammy. Always Fresh.If you’d like a few minutes of career-elevating curated kickassery delivered to your inbox, sign up for our newsletter. Sign up for our Newsletter

Join Mel Herbert, a prominent emergency medicine educator and founder of EM:RAP, as he tackles the weight of grudges and the liberation of forgiveness. Mel emphasizes that embracing our average qualities can lead to unexpected success, challenging the myth of needing to be exceptional. He discusses the impact of corporate pressures on human connections in healthcare and the vital role of emotional intelligence. Discover how setting boundaries can transform relationships and the joy of creative expression through writing.

In this discussion, Dr. Adaira Landry, an assistant professor at Harvard Medical School and co-founder of Writing in Color, joins Dr. Resa E. Lewiss, a professor of emergency medicine and TEDMED speaker. They explore the power of micro-skills like financial literacy and effective communication for career growth. They address workplace challenges such as mansplaining, share strategies for navigating student debt, and emphasize the importance of allyship and knowing when to say 'no' to prevent burnout. Transformative literature also finds a place in their conversation.

Ready to reset, recharge, and level up?Join us at our live event - Awake + Aware, a game-changing 3-day workshop from May 5-7 in Bend, Oregon. Learn how to stay cool when the pressure’s on and lock in the mindset you need to flourish. Space is limited.🖱️ Website: Awakeandawarebend.com🎓 P.S. Yes, this is a CME event!