9 January 2020, by Siobhan Chan Show
Good communication can make all the difference when it comes to your patients feeling supported, trusting your judgment and engaging with your advice. It can even help to improve health indicators such as blood pressure and blood sugar levels.1-3 But patients tell the BHF they can feel dismissed, judged and even patronised. And poor communication has been a factor in 27% of General Medical Council fitness-to-practice complaints in recent years.1 In our analysis article we explore the impact of good and bad communication with patients. We also find that clinicians are working within a system where it can be hard to completely focus on the patient. Overwhelming workloads, archaic processes and stressful environments often get in the way. So how can you make sure you communicate well even in challenging settings? We spoke to clinicians working across primary and secondary care, as well as experts in consultations skills, for their practical tips. Our experts are:
1. Be attentive“Listen completely and attentively. That’s how you build up rapport and trust, and have meaningful discussions about treatment. Don’t just think about your next question.” – Dr Graham Easton 2. Ask open questions“Always start with an open question – patients will often talk about what’s on the top of their mind and when this is addressed, they are able to relax and be receptive to other topics you might need to discuss in the session.” – Tootie Bueser 3. Be curious“Maintain a sense of curiosity about your patient. Ask yourself: ‘What’s going on with this person? Why are they saying that in this way?’” – Dr Roger Neighbour 4. Summarise throughout“Summarise what the patient is saying, not just at the end of the consultation but all the way through. Asking the patient if you’ve correctly understood the key points of their story shows that you are listening and care that you’ve got it right.” – Dr Graham Easton 5. Involve friends and family“Ensurepatients in more complex situations have their peers with them. When alone and under stress, some people find it hard to remember all that has been said and to see all sides of the story. Family or friends can help them to reflect on the issues and explore the options. If I’m facing a tough consultation, I’ll ask patients when their relatives are coming in, and will wait until they’re there to speak with them.” – Professor Rod Stables 6. Use the right tone“Simple and concise language is important without ‘talking down’ to patients. Non-verbal communication is just as important as this conveys a sense of warmth and empathy which allows the patient to open up.” – Tootie Bueser 7. Be aware of your patient’s situation“Be mindful of what’s going on in their life – maybe they’ve had a bereavement recently, or are caring for someone who’s unwell. Your holistic assessment of the patient will affect how you manage them.” – Dr Nesan Shanmugam 8. Get help from colleagues“Using a multidisciplinary approach can be a good way of overcoming communication barriers. Our heart failure specialist nurses are fantastic at educating our patients. So after a consultation I often introduce my patient to the nurse and say they can also help to answer their questions. It gives them an option of having someone else to talk to.” – Dr Nesan Shanmugam For more articles like this direct to your inbox, sign up for our free monthly newsletter for healthcare professionals.Sign up now 9. Be aware of bias“We must reflect on our biases, acknowledge them and ensure we take steps to minimise them and not let this affect how we care and communicate with patients. In this way, patients don’t feel judged and are comfortable sharing deeply personal and possibly embarrassing issues pertinent to their care.” – Tootie Bueser 10. Communicate in different ways“Find ways to support your communication with tools and analogies. In my hospital we create custom-built information sheets for each procedure. We provide a graphical representation of the risk – for example, 98 dots coloured white and two coloured black can represent 2%. Some of my colleagues use analogies like ‘one person on a full double-decker bus’." – Professor Rod Stables 11. Adopt shared decision making“Keep shared decision making in mind. However good their intentions, doctors often revert to saying ‘I think you need this’, because they think it works and is quicker – but often it doesn’t work.” – Dr Graham Easton 12. Try active listening“Active listening allows us to tailor the information we give to patients and gives us cues for when we need to probe a bit more and if the patient has understood our message. Oftentimes, just being listened to is enough to decrease anxiety and stress.” – Tootie Bueser 13. Watch yourself back“Watch some videos of yourself in consultation [if it’s appropriate, and with the patient’s consent] and ask yourself: ‘What would it be like to be a patient of this doctor?’” – Dr Roger Neighbour 14. Speak up“Adopt a ‘freedom to speak out’ model in your team. If people are prepared to share ideas with you, and you’re prepared to listen to them, you can learn a lot. We try to avoid unquestioning respect for authority and we never assume that any individual is so good that they will not benefit from some advice from time to time.” – Professor Rod Stables 15. Keep records“Accurate documentation of our exchanges with patients helps sharing information with others in the healthcare team much easier and patients do not have to repeat their story over and over again.” – Tootie Bueser 16. Share your notes with patients“We send copies of all the medical letters to patients after a consultation. I’m also experimenting with sending videos and audio of the consultation. It helps them to share it with [friends and family] that aren’t there. The knowledge they’re being taped might also encourage clinicians to up their game.” – Professor Rod Stables How do you build positive relationships with patients? Follow @BHFProfessional on Twitter and share your own thoughts with peers. Communication at the end of lifeInterested in learning more about how to hold good conversations about end-of-life wishes and preferences? The BHF has co-produced a guide that aims to support healthcare professionals and others caring for people affected by heart failure. This booklet is based entirely on conversations with more than 60 people affected by this debilitating condition. Order or download today References
How do you ensure effective communication with patients?Be attentive. “Listen completely and attentively. ... . Ask open questions. ... . Be curious. ... . Summarise throughout. ... . Involve friends and family. ... . Use the right tone. ... . Be aware of your patient's situation. ... . Get help from colleagues.. What is effective patient communication?When communicating with a patient, keep your sentences and questions short, stay on one topic at a time, and explain difficult concepts in clear terms. Even though nurses are well-researched and knowledgeable, it's important to speak in Layman's Terms and simple concepts unless otherwise requested by the patient.
What are the importance of communication skills in health care?Skillful communication enables healthcare providers to establish rapport with their patients, solicit crucial health information, and work effectively with all members of a care team and the public.
Which is the most important professional goal for health care workers when interacting with patients?Which is the most appropriate professional goal for health care workers when interacting with patients? Give care without making any errors. The purpose of quality improvement is to: improve or maintain the quality of care while decreasing costs.
|
What is the most important communication skill for building effective patient relations?
zusammenhängende Posts
Urheberrechte © © 2024 berikutyang Inc.
