What Celine Dion can teach us about patient care

Patient
January 26, 2018

During a recent Las Vegas performance, an intoxicated concertgoer got on the stage and stood next to singer Celine Dion.  This situation could have been handled in multiple ways, but Ms. Dion never lost her composure and handled the situation with grace and kindness. She brilliantly was able to diffuse the situation without anger while maintaining her dignity and that of the fan. The way she handled the situation and …

Read more…

What Celine Dion can teach us about patient care

3 ways to better communicate with patients via signposting

Patient
September 8, 2017

Imagine driving through an unfamiliar area, and there are no street signs. How would you feel? Frustrated? Scared? Angry? You would feel these emotions because you had no direction or guidance. Patients need direction when they enter the health care system. Signposting is a tool to provide direction.

On the streets, there are posts that have signs. They provide direction; they tell us where we are going. Hence, the name, “signposting.” …

Read more…

3 ways to better communicate with patients via signposting

3 ways to improve your delivery of bad news to patients

Patient
September 12, 2015

On July 3, 2015, at approximately 2:00 a.m., I was awakened by my mobile phone ringing.  I looked at the number the call was originating from and was fearful this was the call I was dreading to receive.  My mother’s long-term care facility was calling, and the news was not good.  My mother was found without a pulse and was rushed to a local hospital.

I called the emergency department of …

Read more…

3 ways to improve your delivery of bad news to patients

How to communicate with patients who have dementia

Patient
October 13, 2014

All health care professionals must be skilled at effectively communicating with patients who have dementia.  Some professionals may erroneously assume that only those employed in long-term care, assisted living facility, and other similar places need these skills.  However, patients with dementia visit medical practices, acute care hospitals and other health care centers.  This article will provide a framework to effectively interact with patients who have dementia.

Go along to get along

This …

Read more…

How to communicate with patients who have dementia

Incorporate empathy in patient interactions

Patient
July 25, 2014

A popular television commercial shows a group of older women playing cards. One woman talks about her friend who is struggling financially since her husband died (the husband only had a small life insurance policy). Another lady said that she doesn’t have to worry about that happening since her husband has an XYZ insurance policy. The other ladies immediately ask about the policy. Then a TV pitchman describes the policy …

Read more…

Incorporate empathy in patient interactions

A primer on addressing patients

Patient
October 5, 2013

The lyrics to Janet Jackson’s song, Nasty, includes this line, “No, my first name ain’t baby, it’s Janet. Ms. Jackson if you’re nasty.” Miss Jackson doesn’t like being called, “baby,” and neither do a lot of patients.

Many healthcare professionals call patients by nicknames, such as, “honey” and “sweetie.” I believe these are terms of endearment and in most cases meant with genuine warm feelings toward patients. However, from interviewing hundreds …

Read more…

A primer on addressing patients

Healthcare professionals need to be proficient in sales

Patient
August 4, 2013

Most healthcare professionals do not consider themselves to be in the field of sales.  However, healthcare professionals do sell something so they are in sales! Even if you may not have the titles of “salesman” or “saleswoman,” you are still in sales. Everyone sells something. Kindergarten teachers sell something (i.e., the value of education). What do healthcare professionals sell?  We sell the benefits of treating illness and promoting wellness. During …

Read more…

Healthcare professionals need to be proficient in sales

Help patients find information on the Internet: Tips to surf safely

Patient
June 24, 2013

All healthcare professionals are aware that patients flock to the Internet to get information about the disease entity they or a family member is currently experiencing.  There is a great deal of excellent evidence-based health information on the internet.  There is also a lot of misleading, useless and even dangerous information on the Internet.

Over the years, I have tried many approaches to educating patients as to how …

Read more…

Help patients find information on the Internet: Tips to surf safely

Stop asking why and strengthen your relationships with patients

Patient
April 30, 2013

Growing up, I am sure you heard many “why” questions, such as: “Why is your room so messy?” and “Why didn’t you eat your vegetables?”  I am quite certain those questions made you feel defensive.  Patients also feel defensive when we ask them ”why” questions. In other words, “why” questions set people off.  These types of questions can turn a usually-friendly patient into an angry nightmare.

Here is an example.  Your …

Read more…

Stop asking why and strengthen your relationships with patients

7 tips to improve your patient presentations

Patient
March 24, 2013

shutterstock_114405346

A presentation to patients is an excellent tool to communicate your message. However, the material must be presented in an effective and powerful manner.  These tips will help you deliver dazzling presentations.

1. Know your audience. Sounds obvious, but unfortunately I have seen many presentations delivered to patient groups that were full of medical jargon and complex slides.  Think about how people speak …

Read more…

7 tips to improve your patient presentations