Management of Difficult Patients and Families

Voting Results

Management of Difficult Patients and Families

In collaboration with Oxford Medical Training


Pedro Berjano, Milano Italy

Stephen McGuire, Head of Development, Oxford Medical Training, John O'Dowd, Consultant Orthopaedic Spinal Surgeon, London UK


Interaction with angry or reluctant patients and relatives are one of the most undesired experiences a clinician faces in his professional life. The goal of this session is to explore the topic of "difficult people" in the medical environment including the drivers of their behaviour, the impact they have on doctors and tactics for moving forward. Stephen McGuire is a professional in medical education and doctor-patient communication and will provide his expertise to analyze the causes, consequences, and strategies to reduce physician's stress and improve communication. John O’Dowd and Pedro Berjano are spine surgeons with more than 20 years of experience and a career-long interest in improving the communication with their colleagues and patients and will interact with Stephen to facilitate the achievement of the goals of the session.


12:15 - Introduction: Difficult people: harder work, greater stress, and poorer results?

What do we mean by "difficult" people?

How do "difficult" people make us feel?

What makes people "difficult"?

  • Why do people not do what we want them to?
  • Why do people complain?

Is there a strategy to move forward with "difficult" people?

Questions and observations from the audience