What Patients Want: Teaching

Posted: Mon, Jul 28, 2014 14:28

Think back, way back, to your days in school… did you learn more during a dry lecture or an interactive activity? Which was more interesting, a textbook or movie? Nothing has changed since then – if you want your patients to remember what you’re saying, you have to make it interesting! Get them involved.

Consider This:

There’s No “I” in “Team”

The most effective way to educate a patient is by partnering with that patient. Involve them in decisions regarding their treatment. Turn patient concerns into things they understand. Empower them by presenting treatment options and ask, “Which do you think would work best for your body?” You can resolve their worries, ease frustrations, and gain patient buy-in to a shared plan of care. You’re also creating a patient who is knowledgeable about his/her own health!

“You know, many times, Mr. Jones, patients worry about... and you name off several things... do you feel that way?”

“Sometimes patients are confused about (x, y or z)... have you got any concerns like that? I can help you with them.”

You need to ask the questions that lead the patient in his own education. Start the conversation and help people who are a bit reluctant.

Useful Tools

• Whiteboards/chalkboards. When you’re educating patients, a quick sketch helps illustrate a point. You don’t have to be Michelangelo, it’s still very helpful. I once heard the story of a physician desperately searching for a piece of paper so that he might diagram something for a patient. He couldn’t find one, so he took his ballpoint pen, moved the patient over, and drew the diagram on bottom sheet of the bed! Do Housekeeping a favor and have a whiteboard handy.
• Wong-Baker faces chart – especially handy in situations where language is a barrier. Translators can also be very helpful.
• An anatomy chart, models, photographs, and diagrams are useful for some providers.
• Lastly, the most innovative, powerful, recent breakthrough in technology for the physician, in the room with the patient... a chair! Don’t hover over a patient’s bed. When you sit, you’re literally heart to heart. Move the chair to the bedside if you can. We know that older hospitals with semi-private rooms may be a bit cramped, but it is important to sit down and communicate from the chair.

Orienting Questions

Every once and a while, you’re going to have to jump in and start the dialogue with a patient using conversation starters. Actually, it’s a good policy to have some sentence starters ready in the back of your mind all the time. Help patients understand the context of care (and what they can expect) by saying the following:

“I’ll examine you first, then we will have time for questions.” Right away you’re letting them know that this is an opportunity to participate.

“We need to run certain tests. This should take approximately ___ minutes.” Again, you are setting the stage to manage expectations. Explain how and when they will get results.

“I’ll tell you the results as soon as I have them/our office will contact you/staff will get back to you within the next hour or in the next day.” Orient the patient by telling them what you’re going to do instead of jumping right into the exam, your diagnosis, and the plan of care.

The Take Away:

Remember the tools of patient education! Draw, sing, rhyme, juggle – do whatever you can to keep the patient engaged. Make them partners in their own health; give them some control. Know what to say to get them asking the right questions.

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