• Jeffrey L Jackson, Mary G Murphy, and Kathlyn E Fletcher.
• Clement J Zablocki VAMC, Milwaukee, WI, USA. jjackson@mcw.edu.
• J Gen Intern Med. 2024 Aug 1; 39 (10): 185818691858-1869.

BackgroundPrevious studies exploring difficult inpatients have mostly focused on psychiatric inpatients.ObjectiveTo explore the characteristics of difficult medicine inpatients.DesignQualitative study using focus groups and semi-structured interviews. Transcripts were recorded, transcribed, and coded (MAXQDA) using thematic content analysis.ParticipantsMedicine inpatient providers at a tertiary care facility.Key ResultsOur sample consisted of 28 providers (6 hospitalists, 10 medicine attendings, 6 medicine residents, and 6 interns). Theme 1: Provider experience: Difficult inpatients were time-consuming and evoked emotional responses including frustration and dysphoria. Theme 2: Patient characteristics: Included having personality disorders or mental health issues, being uncooperative, manipulative, angry, demanding, threatening, or distrustful. Difficult patients also had challenging social situations and inadequate support, unrealistic care expectations, were self-destructive, tended to split care-team messages, and had unclear diagnoses. Theme 3: Difficult families: Shared many characteristics of difficult patients including being distrustful, demanding, manipulative, threatening, or angry. Difficult families were barriers to care, disagreed with the treatment plan and each other, did not act in the patient's best interest, suggested inappropriate treatment, or had unrealistic expectations.StrategiesApproaches to dealing with difficult patients or families included building trust, being calm, and having a consistent message. Communication approaches included naming the emotion, empathetic listening, identifying patient priorities and barriers, and partnering.ConclusionsDifficult patients induced emotional responses, dysphoria, and self-doubt among providers. Underlying personality disorders were often mentioned. Difficult patients and families shared many characteristics. Communication and training were highlighted as key strategies.© 2024. The Author(s), under exclusive licence to Society of General Internal Medicine.

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