Trust -- A Shock to the System

Gaining a patient's trust, or the trust of a patient's family, may seem to be a given, but achieving trust is a fragile, individual, hazardous endeavour. In an era of distrust of institutions and professions, the patient must trust the staff of doctors, nurses, and therapists before a working therapeutic relationship can be established. In recent decades, coping with angry and difficult people produced numerous books, consultants, and seminars. This book approaches the issue from the standpoint of developing a working, trusting relationship with patients and families, and the pitfalls that one may encounter. The author discovers that the individuals -- patients, family members, visitors -- behave in circumstance of illness in the same manner they behave in other aspects of their lives: at home, at the grocery store, at the airport, etc. While most people are reasonable, given their trying circumstances, a small number are distrustful, difficult, and consume inordinate time and energy of the staff. The book outlines situations and problem individuals encountered and how to cope with them. Trust is not an academic study, but a practical guide. The recommendations presented developed from trial and implementation in daily practice. Trust concentrates on behaviour and its management in a medical setting with no attempt at analysis.