Workshop 1 – Smooth operator – How to manage difficult situations

Linked to EAHP Statements
Section 1 – Introductory Statements and Governance: Statements 1.1, 1.3, 1.5

ACPE UAN: 0475-0000-22-021-L04-P. An application-based activity.

Abstract

The media are continuously covering stories of patients, who do not seem to have received optimal treatment during their hospital admission. Working as a hospital pharmacist, the overarching aim is to provide the best possible conditions for optimal medication treatment, concurrently understanding that mistakes may result in patient harm and even mortality. The daily work may be unpredictable and influenced by factors beyond the control of the hospital pharmacist. Hence, delivering high quality services under time pressure and budget constrains in an unpredictable environment can at times cause stressful situations.

Difficult situations can appear in many settings and they often involve other individuals. It may be in the meeting with scared, stressed and dissatisfied patients, who might experience a traumatic situation being admitted to hospital. Other examples include misunderstandings and lacking insight in the tasks and workflow of colleagues, ward staff, external collaborators or managers. Finally, difficult situations may also appear in stressful working environments and disruptive situations.

In the workshop, examples of difficult situations will be discussed and possible beneficial ways of managing and preventing them will be presented.

Learning objectives
After the workshop, participants should be able to:

• List potential predictors of difficult situations
• Discuss management of difficult situations
• Analyse prevention of difficult situations

Educational need addressed
To be able to provide the best possible hospital pharmacy care, it is of great importance that hospital pharmacists understand how to deal with stressful situations caused by e.g. human factors such as suboptimal communication, mistakes, dealing with stressed out patients etc.

Keywords: Management, difficult situations, patient safety, working environment