Disruptive, Difficult, or Mostly Misunderstood? exploring the 'Difficult Patient'

Monday, October 19, 2026

1:00 PM - 2:00 PM PT

Location: 406A

Moderator(s)

H Steven Sims, MD

Director, Chicago Institute for Voice Care
Chicago Institute for Voice Care
Chicago, Illinois, United States

Panelist(s)

Stephanie A. Joe, MD

Professor
University of Illinois
Chicago, Illinois, United States
Tonia L. Farmer, MD

Owner
Legacy Physician Services, LLC and Dr. Nose Best®️
Warren, OH, United States
GR

Guillermina Ramirez Orozco, MD

Dr.
Hospital Angeles
Heroica Puebla de Zaragoza, Puebla, Mexico
Andrew G. Shuman, MD

Professor
University of Michigan Medical School
Ann Arbor, MI, United States

Disclosure(s):

Andrew G. Shuman, MD:

faculty for this accredited education activity has no relationship(s) with ineligible companies to disclose.

Disruptive, Difficult, or Mostly Misunderstood?
Exploring the 'Difficult Patient'
Even in a patient-centered care model, some encounters feel challenging. This session examines why certain patients are perceived as “difficult” and offers practical strategies to improve communication and connection. Learn to:

Reflect on provider bias and emotional intelligence
Apply the BATHE method for better rapport
Distinguish clinical complexity from cultural differences

Through case discussions, role-play, and introspective exercises, attendees will leave with actionable skills to enhance communication, reduce frustration, and strengthen therapeutic relationships—even in the most challenging scenarios.

Learning Objectives:

1. Reflect on Provider Bias and Emotional Intelligence A. Understand how personal presuppositions and implicit biases influence patient interactions. B. Use introspection to identify triggers and improve self-regulation.
2. Apply Communication Strategies for Rapport Building A. Learn and practice the BATHE method (Background, Affect, Trouble, Handling, Empathy). B. Explore additional techniques such as motivational interviewing and active listening.
3. Differentiate Between Clinical and Cultural Factors A. Recognize personality disorders that legitimately complicate care. B. Develop cultural humility to avoid mislabeling patients as “difficult” due to cultural differences.