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Home » Health Professionals » General Information » Difficult Clients » Suggestions for dealing with non worker difficulties

Suggestions for dealing with non worker difficulties


Skill Mismatch of the Health Professional with a complex case may need:

  • Acknowledgement of their  lack of knowledge in a particular area
  • Acceptance that they don’t know and have all the answers 
  • Willingness to systematically evaluate options – including handing the case over to another case manager, or treatment provider, seeking supervision and guidance, having a mentor, applying for and getting further training, changing your expectations of self
  • A decision to be made on  the best option 
  • Implementaion of the revised plan
  • Close monitoring and review




Rehabilitation or Treatment Provider’s expectations of self is also important. Some health Professionals believe they should be able to help every person. Quality of the involvement needs to be reviewed via:]


  • Self review
  • Peer support
  • A health Professionals own counselling/support
  • A change of attitude
  • An attempt to modify feelings, thoughts, expectations and interactions with worker– I should be able to get Mr Smith an outcome with everyone may not be realistic


Transference and Counter-Transference with stakeholders


Health professionals need to:

  • Recognize their own reactions  and the dynamics that are occurring
  • Be able to identify how and why feelings and responses occur
  • Undertake Self reviews
  • Discuss clients with peers
  • Attempt to modify feelings thoughts, expectations and interactions with stakeholders be they other treating professionsals, injured workers, insurers or employers.


Don't Blame the Worker and externalise your own inadequacies.


 Health Professionals need to:


  • Monitor their thoughts and reactions with injured workers
  • If extreme anger, compassion, defence, or fear about the client lead to thoughts and emotions continuing long after interaction, something unhealthy could be occuring for the health professional
  • Explore what is happening with their feeling? – Is it just a bad day? – Is it to do with the client and your unrealistic expectations?
  • Ask themselves questions such as  why am I having this reaction? – Am I burnt out, tired? It is easier to blame the client/patient
  • Explore the consequences of the reactions – e.g. if I do nothing today and keep my thoughts to myself, versus if I continue to feel and react this way then the behaviour may not facilitate the best outcome
  • Make changes as needed whether it be changing attitude, developing more knowledge, discussing with peers or supervisors.
  • Understand burnout may be a probable cause and learn more about it and options for doing something about it, does the health professional need a holiday?
  • Monitor and review their attempt to change


Conflict of roles and lack of resources to do the job of a health professional.


Again health Professionals need to:


  • Assess and analyse the situation – it is often advisable to discuss with peers and a trustworthy supervisor/mentor
  • Prioritise workloads
  • Use negotiating and diplomacy skills with resourcing issues and  assess the possibility of increased resources being allocated and request change
  • Have their own goals that are realistic and achievable given resources available
  • Try and have at least one, if not more staff who can back you up regarding resourcing problems or difficulties with particular situations and complexities that can arise.

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