How should a CNA respond to a patient who is angry or upset?

When responding to a patient who is angry or upset, remaining calm, actively listening, and offering support is crucial. This approach acknowledges the patient's feelings and demonstrates empathy. When a CNA stays calm, it helps to de-escalate the situation, as patients often take cues from the demeanor of the caregiver.

Active listening involves giving the patient your full attention, which can make them feel heard and validated. This practice encourages open communication and allows the patient to express their concerns fully, which is often the first step in resolving their anger. Offering support can take many forms, such as asking what they need or what can be done to help improve their situation.

This response also contrasts with other options. Ignoring the patient’s feelings may exacerbate their frustration, as it fails to acknowledge their emotional state. Relying on another staff member might delay resolution and could make the patient feel abandoned or ignored. Telling someone to calm down often dismisses their feelings and can lead to further agitation, as it minimizes their experience rather than addressing it meaningfully.