⏱️ De-escalation
Angry Patient Role Play: Long Wait Times
A nurse de-escalates a frustrated patient: listening, acknowledging the wait, explaining triage honestly and giving a realistic update.
Script (2 speakers)
Patient: [angry] Three hours! I've been sitting here THREE hours. People who came after me went in first.
Nurse: You've been waiting a long time, and I'd be frustrated too. I'm sorry.
Patient: Then why are they going first?
Nurse: We see people in order of how urgent their condition is, not arrival time. It isn't fair to you, and it doesn't mean you don't matter.
Patient: <sigh> My wrist is killing me.
Nurse: Let me check the pain relief you had. <short pause> It was four hours ago. I can get you another dose now.
Patient: [calmer] Okay. That would help.
Nurse: And I'll be honest with you: you're next for X-ray, in about thirty minutes. I'll come back and update you myself.
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What Makes This Work
- ✓Validates the feeling
- ✓Explains triage honestly
- ✓Does something concrete (pain relief)
- ✓Gives a realistic time and promises an update
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