Emotional Support Flashcards
Emotional Support
Use trust and honesty to build effective, positive relationships with patients and their families. This ongoing process begins with respect and professionalism in all encounters with patients and families. Treatment and recovery from illnesses and injuries take time, and patients and families need emotional support while you perform the tasks that support their physiologic healing. Be aware of their needs, and encourage them to communicate them to you. Show empathy at all times. Often, patients and their families need to express feelings of anger, frustration, fear, or anxiety. Do not take this personally
What are the indications of active listening?
Smile
Eye Contact
Erect Posture
Attention To What The Speaker Is Saying
Therapeutic Communication
Skill- How to do it- Example
1. Accepting- Hearing what a patient says and following the thoughts they express- “I get what you’re saying
2. Clarifying- Asking for a clearer explanation when what a patient says is vague- “ I’m not sure I’m following that”
3. Encouraging Communication- Asking a patient to share what they are feeling- “Tell me if you start feeling anxious”
4. Exploring- Gently persuading a patient to express their thoughts in a little more detail, but avoiding any probing or prying- “Would you tell me a little more about that”
5. Focusing- Keeping a patient’s attention on the important topic or information they need to understand- “I’m enjoying hearing your thoughts about your upcoming vacation, but lets get back to what to do if this keeps bleeding after you leave”
6. Giving a broad opening- Allowing a patient to direct the discussion- “ What do you need to know about what we’re doing today”
7. Giving Recognition- Showing a patient recognition as an individual, including addressing them by name- “Let’s get started as soon as you’re ready, Mr. Ellis”
8. Making Observations- Sharing your perceptions with a patient- “ You seem a bit nervous today”
9. Mirroring- Restating the patient’s statement to show understanding- Patient: ‘‘I can’t always understand what the doctor is telling me’’ Technician: ‘‘You’re having difficulty understanding the doctor?’’
10. Offering Self- Conveying your availability to listen and help- “ I’m here for you. Tell me what you need”
11. Offering General Leads- Encouraging a patient to keep expressing their thoughts- “Please continue’’
12. Reflecting- Repeating a patient’s statement or question back to them to encourage them to value or accept their own opinions- Patient: ‘‘I don’t think this test Is going to tell me anything I don’t already know’’ Technician:’‘What do you already know about your cholesterol levels’’
13. Remaining Silent- Conveying that a patient can continue formulating the thoughts they want to express without any pressure to converse- (no dialogue)
14. Summarizing- Demonstrating an understanding of the important parts of the conversation- ‘‘So, you know to contact the office if you have any pain or the site keeps bleeding even after you apply some pressure with the gauze I gave you’’
Ineffective Communication
Type- What Not To Do- Example
1. Advising- Telling a patient what to do about matters outside your scope of practice or range of functions- “If I were you, I wouldn’t take that medication. Just try to avoid salt in your diet.”
2. Agreeing/Disagreeing- Implying that your opinion is validating or overriding that of the patient, which also exceeds your scope of practice or range of functions- “I agree. Chemotherapy is your best option.” “Don’t have that ultrasound. it’s not going to help, and you’ll wind up having that surgery anyway.”
3. Defending- Attempting to protect the facility or provider, while blocking further communication about the issue from the patient- “Dr. Lopez has been doing this for a long time. She knows what’s best for you.”
4. Disapproving- Passing judgment on a patient’s thoughts or plans- “You really should have given that medication a chance to work before you stopped taking it.”
5. Giving Approval- Telling a patient they are doing the right thing, which is judgemental and could result in them continuing to seek praise or approval rather than focusing on their progress- “Good job. I’m proud of you for taking the initiative to check your thyroid levels.”
6. Making Stereotypical Comments- Using cliches and meaningless phrases that show no original or patient-specific thoughts- “ This is for your good.” “ Things are always darkest right before the dawn.”
7. Minimizing Feelings- Making light of a patient’s anxieties- “Everybody hates needles.”
8. Probing- Pursuing topics a patient does not wish to discuss or that invade their privacy- “So why didn’t your daughter want to drive you here today.”
9. Reassuring- Giving false hope or devaluing a patient’s feelings- “Everything is going to be all right. You’ll see.”
