Listen first
Let the patient explain the concern before jumping to a solution. A short summary can show that you have understood.
Be clear about what you know
Avoid guessing or making promises you cannot keep. Explain what you can check, who needs to be involved and when the patient can expect an update.
Use boundaries
Being helpful does not mean accepting abusive behaviour. Follow local procedures and seek support when a conversation becomes unsafe.
Document appropriately
Record relevant information in line with local systems and confidentiality requirements.
Practical advice
- Use plain language.
- Avoid blaming another service or colleague.
- Give realistic timescales.
- Escalate clinical or safety concerns promptly.
- Ask for support with aggressive or distressed behaviour.
Reflection
- Which conversations do you find hardest?
- What phrase helps you explain a delay honestly?
- When should you pass a conversation to someone else?
Remember: Follow your local SOPs, role boundaries and escalation processes. Ask an appropriate professional when you are unsure.