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Last-resort creative communicating?
- https://www.youtube.com/watch?v=pN0Y2EZuv
Why person centred communication matters to patients & families - - PowerPoint PPT Presentation
Why person centred communication matters to patients & families - - PowerPoint PPT Presentation
Why person centred communication matters to patients & families Susan Biggar 22 September 2017 Last-resort creative communicating? https://www.youtube.com/watch?v=pN0Y2EZuv TU What did Will Reid do? Considered how his Reflected on
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What did Will Reid do?
Developed a communications strategy Reflected on what wasn’t working Asked: ‘How can I reach them?’ Considered how his teens think Stepped into their world
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His communications strategy
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Time for creative communicating
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Today
- Does great communication really matter to
patients and families?
- Some thoughts on great communication:
- Listen
- Environment
- Audience
- What matters to them: person centred care
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We do not see things as they are, we see them as we are.’ —Anais Nin
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The view from over here…
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Great communication with patients and families
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Help is on the way…
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What the NUM did well
- Listened (gave me a voice)
- Asked questions (got the bigger picture)
- Considered our situation (stress levels)
- Gauged the risk (minimal)
- Took action to solve the problem (antibiotics)
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Does communication really matter?
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Absence of good communication… has consequences
Bureau of Health Information, Hospital care for Aboriginal people , 2016.
‘When you had important questions to ask a doctor, did they answer in a way you could understand?’ Only 66% of Aboriginal patients said ‘Yes, always.’
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Remember the environment. It’s a little intimidating for us
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Impact of the environment – for patients and families
- Hospitals are highly unsettled, high stress
environments
- Ward can be new and overwhelming
environment for patients & families
- Particularly true for the young and the old
- Red-letter-day vs. another day at the office
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Know your audience
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‘Know’ us: As individuals
- Ask
– Again and again (rather than assume).
- Listen
– Well.
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Know what matters: Broadly
- Person centred care:
Respect & dignity Shared information Participation (Collaboration)
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Respect
Respect our knowledge & experience. Don’t expect it to be the same as yours.
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Shared information
- Please speak to me in a language I understand
- Nodding my head doesn’t mean I understand
- ‘Hoping’ I understand isn’t a plan
(even if we’re both hoping for it!)
- A translator could make all the difference (for both of us)
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Participation
- Is a fundamental human right
- Cannot happen without listening
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Listen, listen, listen.
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Thank you.
Susan Biggar @susanbbiggar s.biggar@bigpond.com www.susanbiggar.com