Attendants keep on
Changing – Speak to Every New Attendant – Answer their Every concern – Don’t Hesitate to communicate with New attendants of a Sick patient – They might turn into your Trouble makers..
Most Important Issue in Communication is
NOT WHAT YOU TALK..
IT IS HOW YOU TALK..
In Every case..
Tell pt all treatment options..
Involve them in Decision Making..
Tell them why you have chosen this option – Which parameters you want to Monitor – And what changes will make you to change management decision..conservative to surgery..
Tell your OP Attendant to allow attendants of so & so sick patients, whenever they come.
Patients who are more familiar to doctors create Less problems..
Identify patient attendant
who can create problem – Develop rapport with them – Know their name – Communicate with them –
Address their Concerns
80% patients are Noncritical
20% are Either Critical or Troublesome..Focus on that 20%…
You May have 100 patients to take care..But, for them he is the only patient & it is the only work for them..
YOU MUST GIVE SUFFICIENT
TIME FOR THAT 20% , HOWEVER BUSY YOU MAY BE..
Patients expectations are
Not only from you.
But also From Your staff..
Train them to behave well..
Find few intelligent staff
or Duty doctor..Ask them
to be in constant touch with the sick patient and attendants..
Earn Patient TRUST & CONFIDENCE..
Make their Stay Pleasant..
Just by the way, we blame sick patient poor general condition to his BAD HABITS & Very Late presentation to Doctor ..
In the same way,
when some unexpected thing happen they blame deficiency of services/ staff behaviour..
If they are happy with our attitude, then they usually blame it on God/their karma
Whenever you visit any patient
Greet attendants with smile..
You don’t know which
Case turns out into Emergency
and have an unanticipated
Most important is
UPDATE THEM ABOUT PATIENT CONDITION
Tailor the Bad news..
Explain them every bad sign or report from time to time..
Tell ICU staff/ Gateman to give
little relaxation to visit
dying sick patients..
Breaking the Bad news
Should preferably done by
Senior most Doctor..
When you explain
show the File..Show the Bad reports..Explain the Events..
Show the Facts in Google or Literature and explain them about prognosis of that condition..like survival rates of Decompensated cirrhosis with HRS..
Don’t Face the Mob..
Call Few Key attendants
into separate Room..
Keep sufficient medical
staff on your side..
Speak softly with Proper
Eye contact..If You bend down your Head..They assume that
you made mistake..
Don’t Minimise Severity..
Involve staff who is attending
them regularly( while explaining..)
Use Simple words..
Proper Body language..Lean Forward..
Don’t tell in a Hurry and go..
Give them time to Digest..
Give sufficient pauses..
Let it be a Dialogue –
Only 7% words..
38 % Tone of Voice
55% Body language..
Listen to attendants..
Allow them to Speak..
Patient Listening itself is
Best way of Communication..
While Breaking Bad News..
Whatever busy your OP may be..Don’t Disclose it in a Hurry..
There will be 5 stages from
1. Shock.. Denial..Disbelief
– Convince them by showing them the reports
2. Blame..Anger..Aggressive – Support them, Listen to them, Be calm
3. Bargaining..Empathy (Feel with them for what had happened)and help them to accept reality
Don’t leave them at Stage 1 or 2..Be with the Family silently,
until they reach stage 5
Always Wear Neat Apron..
If you look like Doctor – They respect you like Doctor..
Understand their Feelings..
Tell them that This is One of the complication that can happen at this age or with this disease or comorbidities..
who Conducted A Case Study
with Few Doctors and Attendants involved in Mob attacks..