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Acknowledge
Introduce
Thank You
Goal:
Enlist patient in care plan.
- Explain what will be taking place in terms the patient can understand.
- Explain what you are doing as you are doing it.
Example:
"Your respiratory treatment will take us about 15 minutes."
Example:
"This is Andy from X-ray, he'll take good care of you."
Example:
"Hello Mrs. Jones, let me close the door for your privacy, how can I assist you?"
Example:
"My name is Amy, I am a Certified Nursing Assistant and I am here to make you comfortable and take your blood pressure and temperature."
Duration
Goal:
Reduce anxiety by establishing time expectations.
- Time to wait before a test, procedure, exam, to see the doctor.
- How long the procedure will take.
- Time until the patient can leave.
Explanation
Goal:
Reduce anxiety by telling the patient/family your role and experience.
- State your name, title
- State your role and what you are going to do for them.
- Establish successful handoff to others by introducing others.
Goal:
Thank the patient for trusting us and letting us care for them. Provides final opportunity for patient to share any concerns or questions.
- Say thank you.
- Do you have any concerns I can help you with?
- Ask "Is there anything else I can do for you?"
Example:
"For safety, I need to verify your name and date of birth."
Goal:
Establish trust by demonstrating empathy.
- Make eye contact
- Smile
- Call the patient by name
- Shake hands or touch patient if it seems appropriate.
Example:
"Thank you Mrs. Jones. Is there anything else I can do for you before I leave the room?"
Created by, Treesa Peterik, HFM Education Department
April, 2012
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