Nurses should get to know how to develop deeper relationships with patients, in order to foster trust, comfort and mutual respect. To achieve this, they should spend a couple of minutes every day with each patient getting to know them; finding out a fun fact about each one; and showing interest in their lives and sharing own stories. In communication with patients, nurses should always tell the truth; share information openly; and be willing to admit mistakes.
Strong interpersonal relationships with patients will allow nurses to carry out their clinical jobs more easily while keeping patients engaged in their care. A study found that nurses who were asked to sit beside their patients while talking improved patient satisfaction scores from 9% to 43%. In addition, nurses ensure patients understand and therefore are engaged in, their care plans. Nurses should ask patients to repeat a concept, set of instructions, or other health information in their own words.
Nurses play an important role in ensuring that patients understand varying health-related issues and concerns, particularly those related to their health and well-being. They should use basic language to provide explanations for complex medical terminology and speak at a measured pace. Speaking too quickly could prevent patients from following the conversation and disrupt patient questions. It is important to take time to ask the patient if they have questions about the information relayed, instead of leaving it up to the patient to speak up.
Impaired communication with difficult patients can lead to a vicious cycle of attacks and counteracts. Effective communication is vital to breaking this cycle and moving toward solution-focused actions. Don’t react, be proactive, and know your triggers. Search for the patient’s agenda. Echo or paraphrase what the patient says, and acknowledge their feelings. Give the person time to calm down – the person usually burns out within 60-75 seconds.
Poor communication has been a factor in 1,744 patient deaths and over $1.7 billion in malpractice costs nationally in the past five years, according to a study published in Fierce Healthcare. When doctors, staff, and patients are not effectively sharing information, the efficiency of each process may decrease, potentially resulting in unnecessary costs or even danger to patients. Colleague collaboration also includes entering information accurately into databases, especially shared ones. Lack of access to the latest research can stall medical advancement, waste funding, and negatively impact health outcomes.
Recently, an analysis of almost 35,000 online reviews of physicians worldwide showed medical call center services are the primary frustration оf patients. In fact, according to this study, 96% of patient complaints are related to call center services, while the other 4% cite clinical care or misdiagnoses. Communication skills of call center employees in hospitals, is of great importance to increase patient experience, reduce costs and help grow the business. First, call center employees should listen carefully and understand patient concerns and their priorities. Also, they need to have comprehensive knowledge of the medical facility and staff in order to answer questions and direct inquiries to the right people, and allow patients to ask questions.
Quick tip
Team culture in hospitals can significantly affect the job satisfaction of the employees and improve the quality of patient care. Discuss the results with the team through regular meetings or informal brainstorming, and listening sessions. Be flexible and support your staff to take courses and get an education.
The journey of a patient starts with frontline healthcare workers and they are the first people that patients see when they visit healthcare institutions. Research shows that poor frontline communication in hospitals during transfers through the hospital contributes to 80% of serious medical errors. Practicing soft skills to improve communication with your patient and team members will increase self-awareness, and professional behavior by respecting protocols and standards.
Taking small steps devoted to improving your own well-being may help you have a longer, more satisfying career, and reduce your risk of burnout. Practical activities like self-reflection, mindfulness and documenting patient victories can cultivate a healthier mindset. Additionally, take advantage of any counseling and stress management coaching offered by your practice or organization to develop a formalized self-care plan.
According to researches more than two-thirds of employees around the world have lower-than-average engagement levelsbecause of poor communication skills. To improve effective communication in hospitals, healthcare leaders should encouragestaff to speak up about issues, concerns, or questions, however trivial, without fear.They should pay particular attention to shift handovers as a situation which can become communication black holes. Communication from the team leader is essential at this time to ensure all issues, responsibilities, and roles are understood during the shift.
Huge 90 percent of call center patient issues, complaints, or inquiries will be taken care of within five minutes, if call center employees have good communication skills. It is not enough to hearwhat a patient is saying, but to listen to their words, their meaning, and their tone of voice.If they do notknow the answer of the patient`s questions, call center representatives should tell the caller that they do not know, but will find someone who does. Theyare encouraged to avoid use of negative language, which includes words such as impossible, can’t, not, and no.
Researches show that frontline employees spend 80% of the time on communication with patients, and 55% on listening or empathizing. Some patients can overreact to a situation or be rude with the staff at the frontline and this requires an emotionally intelligent frontline representative who can disengage from the behavior of the patient and not take it personally. Frontline representatives should use the tone of voice which reflects keenness to help and genuine concern in finding a solution to problems, and if he or she are feeling stressed or frustrated,not to let these emotions leak into the patient interaction.