Angry relative — prolonged ED wait
PLAB 2 & PRES 3 · communication · medium · 8 minutes
Candidate brief
You are an FY2 doctor/SHO in the Emergency Department. Ms Emma Doyle is angry because her 74-year-old father has been waiting nearly 6 hours for a medical assessment after presenting with abdominal pain and vomiting. Speak with Emma, address her concerns, maintain confidentiality and arrange appropriate next steps. Her father is still in the waiting area.
What examiners look for
Anger may be driven by fear, uncertainty or feeling ignored. Listen before attempting to explain or correct the person. The patient’s immediate clinical safety comes first. A report of worsening symptoms requires prompt reassessment, repeat observations and appropriate senior escalation. Acknowledge the experience and apologise sincerely without blaming colleagues, speculating about events or admitting facts that have not been established. Explain that Emergency Department triage is based on clinical urgency. Do not discuss other patients or promise an exact waiting time that cannot be guaranteed. Relatives may provide clinically useful information even when confidentiality prevents you from disclosing patient information. Obtain the patient’s consent before sharing identifiable information with a relative unless another lawful justification applies. Use calm language, appropriate personal space and clear respectful boundaries. Seek senior or security assistance if behaviour becomes threatening. Give a practical plan: who will reassess the patient, what will happen next and when an update can realistically be provided. Do not rely on a mechanical communication acronym. Respond naturally to the person’s concerns and check that they understand the plan. Offering a complaint route does not replace immediate clinical care, explanation or local resolution.
Guideline references
- https://www.gmc-uk.org/professional-standards/the-professional-standards/good-medical-practice/domain-2-patients-partnership-and-communication
- https://www.gmc-uk.org/professional-standards/the-professional-standards/confidentiality
- https://www.nhs.uk/nhs-services/hospitals/what-is-pals-patient-advice-and-liaison-service/
- https://healthservice.hse.ie/staff/procedures-guidelines/handling-feedback/process-stage-one/
- https://www2.hse.ie/complaints-feedback/
- https://www2.hse.ie/complaints-feedback/your-service-your-say/
- https://www.medicalcouncil.ie/news-and-publications/publications/guide-to-professional-conduct-and-ethics-for-registered-medical-practitioners-2024.pdf
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