© 2002 by national family caregivers association communicating effectively with health care...
TRANSCRIPT
© 2002 by National Family Caregivers Association
Communicating
Effectively with
Health Care
Professionals
Communicating
Effectively with
Health Care
Professionals
Family Caregivers Workshop:
Introduction
Leader’s Guide: Slide # 1
© 2002 by National Family Caregivers Association
Workshop Goal:
To use more effective
communication techniques with
health care professionals, so you
can better advocate on behalf of
your care recipient.
Introduction
Leader’s Guide: Slide # 2
© 2002 by National Family Caregivers Association
Objectives:
Introduction
• Examine Health Care Experience
• Create Team Approach
• Identify Needed Skills
• Practice Communication Tools and
Techniques
Leader’s Guide: Slide # 3
© 2002 by National Family Caregivers Association
Value of Good Communication:
Team
• More Effective Caregiver
• Better Care for Loved One
• Compliance with Treatment Plans
• Creates Teamwork
• Reduces Isolation
Leader’s Guide: Slide # 4a
© 2002 by National Family Caregivers Association
Value of Good Communication:
Team
• Shared Decision-Making
• Eases Time Limitations
• Clears Misunderstandings and
Confusion
• Encourages Professionals to be
More Responsive
Leader’s Guide: Slide # 4b
© 2002 by National Family Caregivers Association
Barriers to Communication:
Key Principles
• Patient Focus
• Time Limitations
• Lack of Team Approach
• Mechanistic Approach
• Lack of Conflict Resolution Skills
• Stressful Work Habits
Leader’s Guide: Slide # 5
© 2002 by National Family Caregivers Association
Suggestions From Health Care Professionals
Key Principles
• Enhance Communication
• Support Treatment Plans
• Please Respect Our Limits
Leader’s Guide: Slide # 6
© 2002 by National Family Caregivers Association
Care Recipient
Care Recipient
PrimaryDoctor
PrimaryDoctor
NurseNurseSpecialistSpecialist
The Caregiving Team
Family Caregiver
Family Caregiver Caregiving
Team
Leader’s Guide: Slide # 7
© 2002 by National Family Caregivers Association
“Only a relationship bonded by understanding and respect can deepen into a true healing partnership.”
Bernard Lown, M.D.The Lost Art of Healing
Team
Leader’s Guide: Slide # 8
© 2002 by National Family Caregivers Association
Key Principles of Effective CommunicationParticipate
Actively
Encourage Collaboration
Build Mutual Understanding
EstablishPresence
Key Principles
Leader’s Guide: Slide # 9
© 2002 by National Family Caregivers Association
Establish Presence
Key Principles
• Breathe Deeply
• Make Eye Contact
• Stay in the Moment
• Establish Rapport
• Maintain a Strong Sense of Self
Leader’s Guide: Slide # 10
© 2002 by National Family Caregivers Association
Participate Actively
Key Principles
• Be Prepared
• Clearly State Your Purpose
• Offer Relevant Information
• Ask Questions
• Be Assertive
Leader’s Guide: Slide #11
© 2002 by National Family Caregivers Association
• Use Active Listening
• Ask for Clarification
• Demonstrate Understanding
• Avoid Assumptions
• State Difficulties and Concerns
Build Mutual Understanding
Key Principles
Leader’s Guide: Slide # 13
© 2002 by National Family Caregivers Association
• Focus on Common Goals
• Clarify Responsibilities
• Speak Openly and Honestly
• Help with Problem Solving
• Express Appreciation for Help
Key Principles
Encourage Collaboration
Leader’s Guide: Slide # 14
© 2002 by National Family Caregivers Association
Establish Presence
Participate Actively
Encourage Collaboration
Build Mutual Understanding
Breathe deeply Make eye contact Stay in the moment Establish rapport Maintain a strong sense of self
Be prepared Clearly state your purpose Offer relevant information Ask questions Be assertive
Use active listening Ask for clarification Demonstrate understanding Avoid making assumptions State difficulties and concerns
Focus on common goals Clarify responsibilities Speak openly and honestly Help with problem solving Express appreciation for help
Key Principles of Effective Communication
Establish Presence
Participate Actively
Build Mutual Understanding
Encourage Collaboration
Skill Practice
Leader’s Guide: Slide # 15
© 2002 by National Family Caregivers Association
Key Principles of EffectiveCommunication
Who: When:
Select the Appropriate Tool(s):
Problem or Concern What I Plan to Say or Do
Symptom Report GuideGood Communication PracticesManaging Difficult Relationships
Question GuideDoctor’s Visit ChecklistHospital Discharge Questions
Levels of AssertivenessEmergency room ChecklistPersonal Medical Record
Problem or Concerns:
Listed below . .
Determine what you plan to say and do
Brainstorm problems and concerns
List key problem
Skill Practice
Leader’s Guide: Slide # 16
Communications Planner
© 2002 by National Family Caregivers Association
Skill Practice Process:
• Planning Phase
• Practice Phase
• Debrief/ Feedback Phase
Skill Practice
Leader’s Guide: Slide # 17
© 2002 by National Family Caregivers Association
Key Principles of EffectiveCommunication
Who: When:
Select the Appropriate Tool(s):
Problem or Concern What I Plan to Say or Do
Symptom Report GuideGood Communication PracticesManaging Difficult Relationships
Question GuideDoctor’s Visit ChecklistHospital Discharge Questions
Levels of AssertivenessEmergency room ChecklistPersonal Medical Record
Problem or Concerns:
Dr. Smith Next office visit
•Dr. S - usually in a hurry
•Dr. S - doesn’t seem to listen to me
•I feel intimidated by him
•I don’t give enough information
•I leave without asking questions
•Need to ask about pain medication options
•Need to tell him about how it affects my sleep and ability to care for Bill
Dr. Smith in a hurry and doesn’t seem to listen to me
•Establish my presence! Take deep breaths, stand tall, make eye contact, relax- Remember my value
•Be prepared and organized
•Be brief and to the point in both my questions and answers to him - Thank him for his help
• Decide which pain medication option we prefer or ask Dr. S for his recommendation.
• Determine needed Level of Assertiveness
• Prepare questions in advance using tools
• Listen carefully, repeat back “If I understand you right, you are saying. . . “
I feel intimidated and don’t ask questions
I don’t tell him enough information
• Tell him about Bill’s pain
• Review symptoms and determine what is relevant and most important -- write these down in advance
• Tell him how this is affecting me as the caregiver
What are Clarice’s issues?
What tools will help Clarice ?
What are her key problems and concerns?
What tools will help Clarice?
What are Clarice’s issues?
Skill Practice
Leader’s Guide: Slide # 18
What does she plan to do or say to address her concerns?
Clarice’s Sample Planner
For more information about NFCA:
• Call: 1-800-896-3650
• Visit: www.nfcacares.org
• Email: [email protected]