Claiming behavior is not clearly defined. Behavior that one experiences as claiming is not for another. We give a description: claiming behavior is behavior with which a patient demands too much attention and time in relation to the seriousness of his complaints, is not convinced by business arguments and is difficult to reassure.
Types and causes, with whom, when
People who have a great need for certainty often exhibit claiming behavior. They insist on (again) an appointment and now, on more research, treatment or referral. Even people who are anxious expect or demand that the doctor is immediately ready for them to help and solve the problems. Because those solutions are there and the doctor is for that. Claiming behavior can also arise from the personality structure of people, such as in borderline personality disorder, or from their life history.
Dealing with claiming behavior
The table below shows points for attention when dealing with claiming behavior.
Points for attention when dealing with claiming behavior
– Make contact
– Match your communication to the person and what happens in the conversation
|In the consultation room, the treatment room or at the desk|
|Recognize||– State what the patient wants: "I hear you want …"|
|Continue asking||– Ask further and estimate whether the question / requirement is reasonable|
|Summarize and communicate your decision||
– Summarize what the patient tells you; you show that you have listened well
– Tell whether you honor the patient's question / requirement; if that is not possible, you conduct a bad news interview
|Recognize and discuss options||
– Show that you understand that it is annoying for the patient that you cannot honor his question;
– Discuss what is and is not possible: what can the patient do and what can you do now?
|If the patient continues to display demanding behavior|
– Use limiting techniques
– Conduct a bad news conversation
– Follow the recommendations for instrumental aggression: confront and present a choice