communicating with your health care provider sister michelle humke, csj, lmft (520) 628-7871...
TRANSCRIPT
•Identify barriers and facilitators to helpful communication
•Provide communication tools
•Provide tools for ensuring understanding
Improved medical care◦Provider has greater clarity about
patient’s needs◦Patient understands better how to follow
treatment plan Reduced fear and stress for the patient
Patient◦Strong emotions◦Lack of medical knowledge◦Lack of familiarity with medical system
Medical Provider◦Lack of time◦Accustomed to medical jargon
Get emotional support- Cannot expect provider to have the time for that type of listening◦Talk with a trusted friend or family
member◦Talk with a professional, such as a
counselor and/or minister◦Participate in a support group◦Write about your feelings
Identify a companion◦To provide emotional support◦To help remember
Fear/Anxiety can cause memory problems Companion can remember what you want to say Companion can remember what the provider says
◦To help identify important questions during the conversation
◦To help with translation, if English is difficult
Learn how provider’s office works
◦Who can answer questions
◦How to speak with provider
◦How to deal with emergencies
Have documentation available◦Personal information◦Emergency contact information◦Medical history (including past negative
reactions)◦List of current medications◦Advanced directives and other legal
information
• Converse with companion◦What are current symptoms?◦What questions do you have?◦Make a list of what needs to be discussed
with provider◦After appointment discuss what
happened
Use a notebook and possibly a tape recorder◦Keep a record of anything related to
health concerns◦Make a list of questions for provider◦Take notes during appointments◦Use tape recorder during appointments,
if more helpful
Be present in the moment◦Fear and anxiety can affect
concentration◦Breathe deeply◦Make eye contact◦Establish rapport◦Maintain a strong sense of self◦Use self-affirmations
• Self Affirmations◦I’m the only one who can really talk
about my own experience.◦It’s OK to ask for what I need.◦I’m not expected to understand technical
words◦I have a right to ask questions.
• Exercise - Be Present in the Moment◦Sit up straight in chair◦Rest feet on floor and feel connection to
earth◦Breathe deeply and slowly◦Focus on where you are now, noticing
sounds, smells, colors◦Feel your inner strength and be present
in the moment
Actively participate◦Be prepared – “Facilitating the
Communication”◦Clearly state symptoms and other
relevant information◦Listen actively◦Communicate assertively◦Ask questions◦At end summarize the important points
◦Clearly state symptoms and other relevant information Avoid opinions Use facts Give examples
◦Listen actively Be completely attentive Take notes Repeat back what you heard
“I want to check if I understood. You said . . .”
• Communicate Assertively◦Express self without violating others
Aggressive Assertive Passive
My needs Openly express Others’ needs
before others’ my needs before my needs needs
• Communicate Assertively◦State difficulties and concerns using
I-messages Begin sentence with “I” Follow with an expression of the emotion
you’re experiencing, such as “I’m afraid that” or “I’m concerned that”
Conclude sentence with an objective statement of the concern, such as “my hair will fall out” or “I will be in a lot of pain”
◦Ask questions Do not be afraid of “stupid” questions Ask that provider use non-technical words Continue asking questions until you clearly
understand◦At end summarize the important points,
including What you need to do to care for your health When you need another appointment with this
provider and/or with any other medical providers
• Demonstration• Role Play
◦1st Time A – Provider B – Patient
◦2nd Time A – Patient B - Provider
• You and your medical provider have the same goal – helping you be as healthy as possible• To work with your provider toward that goal,
you need to ◦ Prepare for your appointments◦ Communicate well during your appointments◦ Follow up as needed after your appointments
• An important part of working with your provider is also expressing your appreciation to him or her at the end of each appointment
• National Family Caregiver Association◦Although directed toward caregivers,
much of the information is also useful for the patient
◦Website is www.nfcacares.org