Dealing with an angry, upset patient can feel like walking into an emotional storm. The frustration in the room is palpable, and even the most experienced clinicians can feel thrown off balance. While medical training equips us to handle complex diagnoses and emergencies, it often falls short when it comes to managing interpersonal conflict. That’s where the Universal Upset Patient Protocol comes in—a straightforward, highly effective framework designed to de-escalate tense situations, restore trust, and protect your own emotional bandwidth. In this episode, we explore Dr. Dike Drummond’s original protocol, breaking down each step with specific language to use in the heat of the moment. Finally, we’ll add a few practical tweaks to help make these conversations even more natural and effective in real-world practice.💡 Check out our Free Resources specifically designed to address pain points in medical practice💡Guest Bio: Dike Drummond, MD, is a physician coach, burnout prevention expert, and creator of the Universal Upset Patient Protocol—a step-by-step framework for managing challenging interactions with upset patients. A former family physician, he transitioned to coaching to address the emotional toll of healthcare on providers. As founder of TheHappyMD.com, he’s helped thousands of physicians improve communication, manage stress, and build healthier professional relationships.We Discuss:The Universal Upset Patient Protocol: A Framework for Diffusing ConflictKey Principle: Acknowledgment Over FixingStep 1: Acknowledge the Vibe and Name the EmotionStep 2: Open the Door for Them to SpeakStep 3: Apologize and Show CompassionStep 4: Identify Their NeedStep 5: Clarifying Reflection (Rob O Addition)Step 6: Set Boundaries and ExpectationsStep 7: Express GratitudeBeyond the Protocol: The Magic of Conflict FrameworkMentioned in this episode:5 Free Tools To Make Medical Practice EasierScripts for your least favorite conversations.
The quick and dirty guide to calling consults.
A 10-minute "Driveway Debrief" to switch off from work.
My favorite documentation templates.
Step-by-step guide for delivering the news of death.
Free Resources LinkUnBurnable - Our Cohort-Based Burnout Prevention and Cure CourseAs physician coaches, my partner, Scott Weingart, and I have noticed a pattern: some doctors are thoroughly burned out, and some are on the path to burnout. Almost all were shortchanged in their medical training, having been molded into excellent clinicians but given virtually no tools for retaining joy and equanimity throughout their careers.

This course will teach you the hidden anti-burnout curriculum.The UnBurnable CourseDoctoring Done Well | Bite-Sized WinsEvery other week, a few minutes of career-elevating insight delivered straight to your inbox.
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