Summary of Common Conditions Seen in OSCEs
| Cause of anger | Key issues to consider and discuss |
| Missed diagnosis Misdiagnosis Incorrect treatment | Patient safety is paramount – ensure there is a swift and definitive follow-up plan in place to establish the diagnosis and start treatment of the condition Ensure you set specific time frames for follow-up |
| Long waiting times for elective procedure/surgery | Try to explain the reason for waiting lists and waiting times, and the basic issues surrounding resource allocation and rationing Emphasise that emergencies, ‘urgent’ and serious cases are dealt with promptly |
| Lack of information/communication | Offer to be the main point/source of communication yourself Ensure you set specific time frames for follow-up |
| Rudeness on the part of staff members | Emphasise that rudeness (in general) is never acceptable Plan to speak to the member of staff in question to explore their views or version of events |
| Unrealistic/unreasonable expectations | Empathise unreservedly with the patient Try to avoid colluding with the patient Explain your perspective and try to give patient some insight |
| Hidden agenda | This could be anything – such as a devious agenda to have time off work, or underlying financial or relationship problems, or even just normal anxiety because of their diagnosis Once you identify the ‘hidden agenda’, try to help the patient and devise a plan of action to manage it |
| Psychiatric problems | Remain calm and collected |
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