Aside from treatment, effective communication is also a crucial aspect of patient care. Being in the hospital is a truly emotional time for the patient and their family so ensuring that the right information is delivered correctly is important.
There will undoubtedly be concerns yet by setting out expectations and keeping the relevant parties informed it can be an easier process. Responsibilities as a nurse do not solely focus on the patient but also on their loved ones too.
Communication can come in the form of listening properly, speaking clearly, and ensuring the correct body language. In this guide, we will offer five great tips to help a nurse effectively communicate with patients and their families (see also ‘How Do Nurses Deal With Difficult Family Members? Here Are 6 Tips‘).
Contact: Introduce Yourself And Set Expectations Early
First impressions are key in any communication and, as a nurse, they are pretty much vital. Once a patient’s family sees a loved one in the hospital, their fears and worries can soon mount up.
Introducing yourself early can help allay some worries when they know that someone is there to look after their family member when they are not by their side.
Speak to the patient first and then establish contact as soon as you can with their family members, one of which should be a firm primary point of contact for the rest of the family.
This introduction is ideally done in person yet it could well be on the phone. If it is in person or over the phone, quickly establish the prognosis with the diagnosis and then work out the immediate treatment plan.
There may be some early important decisions that the patient may be forced to make, at which point a family member can ask some questions. At the end of a nurse’s introduction, they should offer themselves up to be made available for any regular updates.
Communicate: Find Out The Best Means Of Communication
Effective communication could depend on a family member’s preferences. While they may turn up to the patient’s bedside in person, it could well be that they prefer to be updated over the phone. Other individuals may even prefer to be contacted via text message or even email.
The best means of communication are also important for the patient, once they leave the hospital. Should there be repeat appointments then confirm how the patient wishes to be contacted as it could make a vital difference.
Those communication preferences may be on the intake form but it is best practice to confirm them again before the patient is discharged. Check that the same communication preferences are for each correspondence, whether that be confirmations or appointment reminders to ensure effective communication.
Core Question: How Do You Keep Patients And Families Informed?
While a patient is hospitalized, it is important to keep them aware of their condition and what to expect. This information is also key for family members who expect to be informed of any changes in treatment or the patient’s condition, especially if they ask some core questions.
This may mean liaising between medical specialists and other nurses yet after confirming that it is ok with the patient, family members should be told what is happening.
Keeping a patient’s family informed (see also our article on the importance of family involvement) can come with its own challenges. Straight after delivering some detailed information, you may be asked some questions.
Considering that each family member has their own point of view, it may take a while to answer each question though the patient should be involved in the discussions too. It may even be easier to take it a day at a time to note down any progress before getting too far ahead of yourself.
Collaborate: Tune Into Your Responsibility As A Nurse For All Parties
In certain situations, it may seem easier to hide the brutal truth just to reduce the fears of a concerned family member. However, as a nurse, you have to remain honest, no matter how emotional a patient’s family is.
It may certainly be easier to lie about a patient’s condition yet such a misunderstanding can quickly become problematic. A nurse should be steadfast in their approach and demonstrate calm, even if emotions are running high.
It is vital that a nurse remains sure of their responsibilities to care for the patient. Their responsibilities to the patient’s family are almost as important to act as a source for understanding and even comfort (see also ‘How Do Nurses Provide Comfort? Comforting Strategies Included‘).
Even when faced with intense feelings of despair, a nurse cannot lose sight of the role they have to play, for the patient and their family. That may mean collaborating to work out how best to speak to certain people and which family members to speak to first.
Close The Loop: Be Mindful Of Body Language
While your verbal communication is important as a nurse, so is how you present yourself. If you are telling a patient or their family some encouraging news then your body language should be relaxed.
If it is not then both parties can justifiably be concerned that something is not being communicated effectively or they are not being told the whole story. Poor body language can lead to confusion and increased worry.
Try to maintain eye contact with as many individuals as possible to ensure that, as a nurse, you appear genuinely interested in their concerns. The stance a nurse takes and their intensity can also set off alarm bells so there should be an empathetic yet confident appearance (see also ‘How Long Does It Take To Be A Confident Nurse? How To Build Confidence‘).
A nurse should look like an expert and help demonstrate that they care for the patient’s wellbeing. Body language is also more effective if a nurse remains honest and if they cannot answer a certain question then they can always say they will try to find out.
When a patient and family members do leave the hospital, a nurse’s body language is crucial. It should be confident yet also honest so that individuals do not leave with any questions unanswered or any lingering concerns.
Final Thoughts
A nurse should always be mindful of their communication skills, both with patients and their family members. This does not have to be overly formal as it can be kept relatively simple.
From first contact to finding out the preferred contact methods, effective communication can be something as basic as being honest and finding the right answers. There is also the question of body language which may be even more important to transmit the right message in the right way.
Frequently Asked Questions
What Are Known As The Five C’S Of Communication In The Field Of Healthcare?
There are five C’s of communication in healthcare which were confirmed in the 5C’s of Consultation model. These include Contact, Core Question, Communicate, Collaborate, and end with Close The Loop.
The 5C’s have been introduced following studies in Emergency Medicine, specifically with residents following simulated consultation scenarios.
What Are Considered Good Communication Skills?
In any job, not just as a nurse, communication skills include active listening, presentation, body language (including non-verbal communication), as well as the giving and taking of feedback.
Individuals tend to find their own way of what works for them and it could be something as simple as learning how to listen more effectively. It could also come from someone pointing out how their body language looks to others or practicing oral communication.