Patient Communication Flashcards
What is the single most important rule when obtaining sensitive information and the best way to achieve it?
- Be non-judgmental
“in order for me to take care of you…” - Acceptance is the best way to reach this goal
5 Required elements for informed consent
- Nature of the procedure or treatment explained
- Risks & benefits of the procedure or treatment
- Reasonable alternatives
- Risks & benefits of alternatives
- Assessment of the patient’s understanding of the first four elements
What is the ethical reasoning behind using an interpreter
- Qualified interpreters allow the patient to maintain autonomy & make informed decisions
How should you interact with a patient who needs an interpreter?
- Providers should interact with the patient & not the interpreter
- Address the patients questions before ending the conversation
- Use simple language & short sentences - this will ensure that comparable words can be found in the 2nd language & the info can be conveyed clearly
How should you proceed with giving serious news
- Arrange for privacy, make a connection with the patient
- Assess perceptions & invitations (how much they know or want to know)
- Start with a warning message
- Address the patient’s emotions
- Ensure that the patient understands the info provided before discussing the next steps
What does SBAR stand for
S- situation
B- background
A- assessment
R- recommendation
What are 7 challenging situations and behaviors with patient communication
- Silence
- Talkative
- Altered mental state
- Anger
- Flirtatious
- Discriminatory
- Non-compliant
What are some common causes for patient’s anger when trying to communicate
- Illness
- Suffering (pain)
- Loss of control
- Overwhelmed by the healthcare system
- Lateness
If a patient is being inappropriately flirtatious what should you do as a provider?
- Calmly but firmly set clear limits that your relationship is professional, not personal
- If necessary, leave the room & find a chaperone before you continue the visit
If you are placed in a discriminatory encounter with a patient and you are uncomfortable what are your options?
- Continue care for you patient
- seek to cultivate a therapeutic alliance by asking about their concerns
- Reaching out to another team member for assistance
- a good leader will call out the inappropriate behavior while backing up their team member
- Remove yourself from the situation entirely
- Assess the illness acuity of the patient, surgery is an encounter one of “high stakes” - if in pre-op and the provider has not started providing care then options may be assessed
What are 6 factors that lead to patient non-adherence
- Patient cognitive abilities
- Emotional status
- Socioeconomic conditions (removed from home?)
- Cultural attitudes & beliefs
- Disease condition & therapies
- Systems of delivery of medical care
What are 6 strategies for better patient adherence?
- Use informational handouts
- Cues & reminders using emails or form letters
- Positive feedback
- Steps to minimize discomfort & inconvenience
- Disease monitoring to alter management
- Counseling
