© 2002 by national family caregivers association communicating effectively with health care...

© 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


Workshop Goal:

To use more effective

communication techniques with

health care professionals, so you

can better advocate on behalf of

your care recipient.

Introduction



Objectives:

Introduction

• Examine Health Care Experience

• Create Team Approach

• Identify Needed Skills

• Practice Communication Tools and

Techniques



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


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


Barriers to Communication:

Key Principles

• Patient Focus

• Time Limitations

• Lack of Team Approach

• Mechanistic Approach

• Lack of Conflict Resolution Skills

• Stressful Work Habits



Suggestions From Health Care Professionals

Key Principles

• Enhance Communication

• Support Treatment Plans

• Please Respect Our Limits



Care Recipient

Care Recipient

PrimaryDoctor

PrimaryDoctor

NurseNurseSpecialistSpecialist

The Caregiving Team

Family Caregiver

Family Caregiver Caregiving

Team



“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



Key Principles of Effective CommunicationParticipate

Actively

Encourage Collaboration

Build Mutual Understanding

EstablishPresence

Key Principles



Establish Presence

Key Principles

• Breathe Deeply

• Make Eye Contact

• Stay in the Moment

• Establish Rapport

• Maintain a Strong Sense of Self



Participate Actively

Key Principles

• Be Prepared

• Clearly State Your Purpose

• Offer Relevant Information

• Ask Questions

• Be Assertive

Leader’s Guide: Slide #11


• Use Active Listening

• Ask for Clarification

• Demonstrate Understanding

• Avoid Assumptions

• State Difficulties and Concerns


Key Principles



• Focus on Common Goals

• Clarify Responsibilities

• Speak Openly and Honestly

• Help with Problem Solving

• Express Appreciation for Help

Key Principles




Establish Presence




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




Skill Practice



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


Communications Planner


Skill Practice Process:

• Planning Phase

• Practice Phase

• Debrief/ Feedback Phase

Skill Practice



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


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]

© 2002 by national family caregivers association communicating effectively with health care...

Documents

b slide

introduction leaders

limits leaders guide

techniques leaders guide

assertive leaders guide

isolation leaders guide

responsive leaders guide

health care experience