Managing difficult patient interactions can be complex. It requires balancing professional boundaries, regulatory obligations, and practitioner safety. The following example highlights considerations for RMTs/MTs when responding to inappropriate patient behaviour.

Practice Scenario

Jordan, an RMT/MT, is providing treatment to a returning patient. During the appointment, the patient repeatedly makes personal comments, saying Jordan has a nice body. They attempt to redirect the interaction away from the treatment, despite Jordan’s efforts to maintain professional boundaries. Jordan addresses the behaviour by clearly reminding the patient that those comments are inappropriate and unacceptable and asks the patient to stop. The patient’s behaviour continues despite this redirection. Jordan determines that continuing the therapeutic relationship is no longer appropriate and informs the patient that due to the repeated comments, the treatment cannot continue and ends the appointment.

Following the appointment, Jordan documents the interaction in the patient’s health record, including the comments made and the steps taken to address the behaviour. Jordan then reviews the steps for discharge, as outlined in the Standard of Practice: Client-Centred Care and proceeds with terminating the therapeutic relationship.

Jordan also decides to review the clinic policy, seek support from a peer, and engage in training related to professional boundaries and managing challenging patient interactions. These actions help Jordan manage the impact of the challenging patient encounter so that they are better prepared should a similar situation occur again.

For more information, RMTs/MTs can review CMTO’s FAQs for RMTs/MTs Discharging a Client Due to Abusive Behaviour or contact the CMTO’s Practice Specialist: practicespecialist@cmto.com.