Exploring nurses’ perceptions of patients in the workplace: The case of difficult patients

Abstract

Background: Communication is a vital aspect of life. It is vital that all healthcare professionals maintain reliable communication with their patients. Aim: This study aimed to exploring how nurses perceive "difficult patients" in their work environments and their approaches to these patients. Methods: This is a cross‑sectional study. Data were collected from nurses who participated in the study via social media platforms between March 15 and June 15, 2021. In addition to the introduction section, the data were gathered using the “Difficult Patients and Communication Form” and the “Difficult Patients Questionnaire.” Results: Of 359 participating nurses, 274 (75.2%) reported encountering difficult patients. On average, they scored three (3) points on the Difficult Patient Questionnaire (DPQ) and its sub‑dimensions, indicating that nurses face challenges in communicating with patients perceived as difficult. The majority of nurses identified patients who were non‑communicative (73%, n = 200), refused treatment and cooperation (52.9%, n = 145), or had emotional problems (35.8%, n = 98). Nurses aged 51 and over showed statistically significant differences in the Patient Difficulty and Staff Discomfort subscales and in total scores on the Patient Difficulty Scale (P < 0.05). These nurses also reported encountering difficult patients less frequently, whereas those in both the private and public hospitals encountered them more often. Most nurses reported experiencing communication difficulties primarily in clinical settings (62.4%, n = 171) and during nursing practice (44.9%, n = 123). Data Access Statement: The research data supporting this publication are available from Google Drive. Conclusion: Nurses frequently encountered patients with difficulties. To manage such interactions, patients should be actively involved in the care process in order to help align their expectations. Additionally, in‑service training can be offered to nurses to enhance their communication and problem‑solving skills when dealing with challenging patients.