HealthStream offers performance learning management solutions to help develop your healthcare staff into leaders and reduce turnover.
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Learn MoreAn essential component of delivering great care and achieving better outcomes is the ability of healthcare professionals to communicate successfully and meaningfully with a patient’s family and other loved ones. This has not always been easy to achieve under healthcare’s traditional physician-centric model, where it has often been common for patients and their families to feel unheard or even ignored, as if their concerns and input are not welcome or valued. In addition to the negative emotional impact of this kind of situation, outcomes can also suffer. According to the Institute for Healthcare Improvement (IHI), “a growing body of research suggests that the lack of productive communication between patients and caregivers contributes to ineffective or inappropriate care, or even fatal errors” (IHI, 2019).
A Mandatory Need for Change
The IHI admits that “learning to work with patients and families as true partners in their own care is neither easy nor intuitive” (IHI, 2019). Doing so will require myriad standard healthcare practices to change, involving a reimagining of traditional methods as well as how care is actually delivered. The urgency is increasing for organizations to transition to an environment characterized by partnership between providers, patients, and their families. For success, “Caregivers must also be willing to seek and respect input from parents and family members on issues both broad and specific” (IHI, 2019).
Effective Communication Guidelines
NurseGrid, a HealthStream partner committed to transforming healthcare for the better, recently posted “How to Communicate with a Patient’s Loved Ones,” which advises healthcare staff how to deal with the concerns of a patient’s relatives and explained how the internet and other healthcare policies have led to rising patient expectations. The blog post offered three guidelines for understanding and creating a healthcare atmosphere where communication is used more effectively. The advice includes:
1. Adapt to the Rising Expectations for Healthcare
With healthcare information of all kinds readily available on the internet, people are doing lots of research and taking their health into their own hands. Not all the information is accurate, however, and correcting mistaken assumptions is often part of the communications job for providers. A best practice is to anticipate unrealistic expectations and also to appreciate the anxiety of financial pressures connected to the cost of care.
2. Focus on the Results
Rather than attempting to clear up confusion about treatment or attempting in vain to get someone to forget what was read on the internet, focus instead on results and the health of the patient. Family and loved ones may have unrealistic expectations tied to misunderstanding of the prognosis. Steer attention to the current moment—explain the situation and all possible outcomes and do your best to explain what’s happening in the present.
3. Listen and Make the Best of a Difficult Situation
It might be impossible to reach common ground with a patient’s loved ones. That doesn’t remove the imperative need to listen to their concerns and always react with compassion. Make sure all involved feel they are heard. Be open in terms of body language and never act too busy. Here are some body language tips:
HealthStream’s learning management system and healthcare training solutions support medical training initiatives and allow for the best patient care.
View All Learning & PerformanceHealthStream offers performance learning management solutions to help develop your healthcare staff into leaders and reduce turnover.
View All ProductsHealthStream works with healthcare organizations to create engaging and high-quality training videos for your staff and management.
View All ProductsImprove care quality and save money by making informed decisions about your healthcare facility and staff with HealthStream's reporting analytics solution.
View All ProductsHealthStream's proven methods for the improvement and overall engagement of your healthcare staff foster a positive workplace and increase retention rates.
View All ProductsWhen you enact HealthStream's quality compliance solutions, you can do so with the confidence your healthcare organization will meet all standards of care.
View All Quality & ComplianceBe confident in your staff’s ability to reduce risk by providing compliance training that changes behavior.
View All ProductsDevelop next-level people for next-level care by prioritizing quality and safety improvements.
View All ProductsEstablish a culture of belonging with education supporting DEI, wellness, engagement, and leadership development.
View All ProductsUtilize patient access solutions and advanced reimbursement solutions to manage clinical denials and improve your organization’s reimbursement strategy.
View All ReimbursementExpand the decision-making skills and effectiveness of your healthcare workforce with HealthStream's clinical development programs and services.
View All Clinical DevelopmentLearn about our advanced resuscitation training solutions. Our solutions are designed to help improve patient outcomes.
View All ProductsOur competency development solutions personalize learning for clinicians to bridge the gap between theory and practice for your nurse residents.
View All ProductsEnhance maternal & child nursing care with solutions focused on improving the quality of care for mothers, infants, and children.
View All ProductsAddress staffing orientation challenges to easily achieve and maintain certification with our emergency and acute care training solutions.
View All ProductsAs a premier provider of healthcare education, we are committed to promoting safer, more successful surgical and sedation outcomes for each and every patient.
View All ProductsOur solutions are designed to cater to the needs of patients, healthcare professionals, and organizations dealing with illnesses or chronic conditions.
View All ProductsMake sure your healthcare staff can schedule out appointments and work schedules with ease using HealthStream's line of software solutions.
View All SchedulingHealthcare workforce management is essential. We provide advanced scheduling solutions for organizations to solve issues such as nurse retention
View All ProductsComprehensive, industry-leading provider onboarding and credentialing software that validate health outcomes and support provider assessment.
View All CredentialingOur affordable CVO credentialing services establish patient safety by enabling primary source verification for your healthcare organization.
View All ProductsIntegrate with Epic to validate and add new providers directly to your provider master file.
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