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 what wasn’t working teens think Asked : ‘How can I Stepped into their world reach them?’ Developed a communications strategy

His communications strategy

Time for creative communicating

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

We do not see things as they are, we see them as we are.’ — Anais Nin

The view from over here…

Great communication with patients and families

Help is on the way…

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)

Does communication really matter?

Absence of good communication… has consequences ‘ 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.’ Bureau of Health Information, Hospital care for Aboriginal people , 2016.

Remember the environment. It’s a little intimidating for us

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

Know your audience

‘Know’ us: As individuals • Ask – Again and again (rather than assume). • Listen – Well.

Know what matters: Broadly • Person centred care: Respect & dignity Shared information Participation (Collaboration)

Respect Respect our knowledge & experience. Don’t expect it to be the same as yours.

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)

Participation • Is a fundamental human right • Cannot happen without listening

Listen, listen, listen.

Thank you. Susan Biggar @susanbbiggar s.biggar@bigpond.com www.susanbiggar.com