better bedside manners - nysvara · bedside manners. commitment • commit to change • accept...
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BetterBedside Manners
By Richard Huff
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That awkward moment
@richmhuff
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@richmhuff
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@richmhuff
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Pop quiz
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The biggest problem?
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@richmhuff
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It’s too easy to think of them as calls or illnesses, not people@richmhuff
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It takes work to develop good bedside manners
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@richmhuff
•We’re not…..
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Make the patient feel like there is no one in the world
more important than they are at that very minute -
They are your #1 priority@richmhuff
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@richmhuff
Formal names, talk like people, not EMS robots
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@richmhuff
If you use the word “distal” in a conversation with the patient, you should be forced to turn in
your badge.
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Behave as if your mother is watching
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Voice, tone, posture, position
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Sympathy Is having pity or sorrow in reaction to the distress of another person
Empathy Is the understanding for what they’re going through
CompassionIs being conscious of their distress and doing something about it
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•E - eye contact•M - muscles of facial expression•P - posture - conveys connection•A - affect - expressed emotions•T - tone of voice •H - hearing the whole person•Y - your response
•Dr. Helen Riess
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• Where do we go wrong?
• We try to relate: “When I cut my hand….Or when my father died...”
• Instead: “I understand this is uncomfortable and we’re working to help.”
@richmhuff
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Avoid sharing your personal feelings or thoughts about
the situation
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Don’t judge!
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DISTRACTIONColorsCartoonsAnimalsToys
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Humor where appropriate and the appropriate humor
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@richmhuff
“How am I doin’?” – Ed Koch, former NYC Mayor
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@richmhuff
We plan for everything, put a plan together to boost bedside manners
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Commitment
• Commit to change• Accept that bedside
manners are important• Use a team approach• Highlight good work• Discuss how to make the
experience better
• Bring in help if needed –Colleges, Senior Centers, Kids
• Create a survey and ask people how you’re doing
• Look the part• Show respect – 5 minutes
@richmhuff
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@richmhuff
Make having good bedside manners just as important as taking
blood pressures
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@richmhuff
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@richmhuff
• @Richmhuff –Twitter/Instagram
• RichardMHuff on Facebook
Better�Bedside MannersThat awkward momentSlide Number 3Slide Number 4Pop quizSlide Number 6Slide Number 7The biggest problem?Slide Number 9Slide Number 10Slide Number 11Slide Number 12Slide Number 13Slide Number 14Slide Number 15Slide Number 16Slide Number 17Slide Number 18Slide Number 19Slide Number 20Slide Number 21Slide Number 22Slide Number 23Slide Number 24Slide Number 25Slide Number 26Slide Number 27Slide Number 28Slide Number 29Slide Number 30CommitmentSlide Number 32Slide Number 33Slide Number 34