Staff Development Tools

FOUR BASIC NEEDS OF PATIENTS

  • The NEED to be understood
  • The NEED to feel welcomed.
  • The NEED to feel valued and important.
  • The NEED to be comforted.

 

It has been documented that:

  • People connect through emotion and confirm through reason.
  • Conversations create trusts.
  • Empathy is a powerful communication tool.
  • You never get a second chance to make a positive first impression!

 

CREATING AND MAINTAINING A SATISFIED AND LOYAL PATIENT BASE

The researchers described customers’ experiences of service quality in five dimensions as follows:

  1. Reliability: This is defined as the ability to provide what was promised, dependably, and accurately.
  2. Assurance: The knowledge and courtesy of staff and their ability to convey trust and confidence.
  3. Tangibles:  The physical facilities and equipment, and the appearance of personnel.
  4. Empathy: The degree of caring and individual attention provided to the customer.
  5. Responsiveness: The willingness to help customers, and to provide prompt service.

Remember:  People connect through emotion and confirm through reason.

 

COMMUNICATION PROCESS

Communication involves more than following a script.  Communication involves at least six messages:

  • What you mean to say.
  • What you actually say.
  • What the other person hears.
  • What the other person thinks he hears.
  • What the other person says.
  • What you think the other person says.

 

Barriers that interfere with empathetic communication:

  • There is not enough time in day.
  • I’m too busy and there are too many demands.
  • The phones are ringing.
  • I have too many interruptions.
  • I’m busy focusing on processing patients.
  • I just show empathy as it is far too emotionally draining.
  • I don’t know how.

 

SUGGESTIONS TO DEAL EFFECTIVELY WITH DIFFICULT PATIENTS AND PEOPLE

Your Objective:  To create a WIN/WIN SITUATION

  • Listen completely and carefully to the problem or concern. Employ active listening skills.
  • Don’t interrupt.
  • Look for visual clues (body stance, posture, arms crossed)
  • Recognize the presence of strong feelings (fear, anger, grief)
  • Make and maintain eye contact.
  • Don’t take complaints personally.
  • Don’t get defensive.
  • Restate the concern/problem.
  • Use “I” messages.
  • Avoid “you” messages.
  • Use I feel…I am willing…I want…
  • Be respectful.
  • Defer judgment.
  • Don’t rise to anger. Remain calm.
  • Use “I” understand and repeat concern/problem.
  • Conduct a voice level check of yourself periodically throughout the conversation.
  • Understand what can be said and offered to patients. If uncertain, ask and clarify.
  • Use empathy…one of your most powerful communication tools!

The most important tool: Always think before you say anything.

Unlike word processing, emailing, texting where you can delete words if are incorrect or just don’t sound right, you can’t delete something you’ve have said to a patient or family member. You can try to go back and rephrase and say it in a better light but the initial effect of what you have said may not be erasable.