Encountering Dangerous Patients in a Psychiatric Emergency Room: A Conversation with a Veteran Customer Service Representative

As a medical student rotating through the Psychiatric Emergency Room (Psych ER), I often encounter patients who pose a danger to themselves or others. One of the most commonly used medications during these rotations is Haldol, a fast-acting antipsychotic that can provide swift relief and tranquilize the individual. However, managing these patients is far from straightforward. It requires not just medical expertise but also empathy and nuanced communication techniques.

My own experience in a different domain has interesting parallels. With nearly 50 years of experience in customer service, I've encountered situations where safety and kindness are paramount. When a customer service representative is tasked with interacting with an individual deemed dangerous due to mental health issues, the challenge lies in finding the balance between safety and compassion.

The Psych ER Experience: Working with Potentially Harmful Patients

Loading up on Haldol in the Psych ER is a common practice, as it helps to quickly stabilize a patient. However, providing care to such individuals requires a different approach to documentation and communication. It's essential to be careful and precise in your notes, ensuring that you capture the patient's psychological state and the steps taken to manage their condition.

One of the most unforgettable moments for me during my Psych ER rotations was encountering a patient who was known for his aggressive behavior. Staff members would quickly clear the area whenever he entered, and I could understand why. However, I approached him in a calmer way, calling him by his name and saying hello. The response I received was one of surprise and gratitude. His demeanor changed, and he went about his day with a new sense of comfort and recognition.

A Personal Encounter: Fostering Safety and Kindness

While I don't have direct expertise in nursing, my career in customer service has given me insights into how to handle situations where safety is paramount. For instance, while I was employed with the railways, I had a customer who was deemed dangerous due to mental health issues. There were instances where staff would evacuate the area upon seeing him. My approach was to acknowledge him with respect and kindness.

When I would call him by his name and say hello, his response was one of relief and surprise. It was a powerful moment that highlighted the importance of recognizing value and dignity in all individuals, no matter their condition. I genuinely believe that a little kindness can go a long way in creating a positive environment, even in the most challenging circumstances.

It's important to note that while kindness can have a profound impact, it's also crucial to prioritize one's own safety. Dealing with individuals who may be experiencing mental instability requires a balance of care, distance, and understanding. But for those who know the individual, a compassionate approach can indeed make a difference in their day.

Conclusion: Balancing Security and Compassion

Whether in a psychiatric emergency room or a customer service role, the key is to find that balance between ensuring safety and providing compassionate care. In both settings, the goal should be to foster a sense of dignity and respect for the individual, recognizing their humanity and worth.

While my expertise lies in customer service, the lessons learned from that domain can be surprisingly applicable to healthcare. By treating others with kindness and sensitivity, even in the face of challenging situations, we can create an environment where everyone feels valued and supported.

Remember, kindness may be the simplest yet most effective tool in our toolboxes, whether we are dealing with patients in a psychiatric emergency room or customers in a business setting. It's a reminder that small gestures of respect and care can have a significant impact on someone's day — and potentially on their long-term well-being.