Maximizing Your Teaching Moments

During each clinical encounter, there are moments that arise naturally as ideal “teaching moments.” Here’s a quick summary of how to apply the ideas to a typical patient encounter to build trust and compliance.
As you say hello
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As you enter the room, greet the patient by name. Introduce yourself as needed.
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Acknowledge any family members who are present by shaking hands or making eye contact.
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Acknowledge the wait, if there was one.
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Ask an open-ended question about the reason for the visit to get a sense of the patient’s mindset and emotional state.
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If a patient has several reasons for the visit, prioritize them together. This way you can focus on dealing with the primary concern.
As you ask questions
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Keep eye contact and listen for potential barriers to successful treatment.
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Show your empathy for a patient’s situation. Acknowledge his or her emotional state. This validates the patient’s concern or fear.
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Try to frame your dialog using a patient’s own words and level of medical sophistication.
As you explain
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Keep a clear focus on the diagnosis, procedure, self-care, or other information you’re delivering.
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Watch for changes in the patient’s body language or voice that signal fear or incomprehension. Adjust your explanation accordingly.
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Give your reasons for tests, treatment, or medicine to encourage a patient’s sense of working together.
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Use patient education materials to reinforce your message.
Before a patient leaves
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Get a repeat demonstration of skills a patient needs to master.
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Ask an open-ended question to check their understanding of skills.
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Clearly state one achievable goal a patient can work toward before the next visit. This can help your visits feel successful.
After the visit
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You or a staff member can note in a patient’s chart any booklets, videos, or other materials you’ve given out. This can aid informed consent or improve patient understanding.
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You might also note any communication challenges. These include low-literacy skills (or highly literate Internet skills) to help the next visit go more smoothly for you and the staff.
© 2000-2019 The StayWell Company, LLC. 800 Township Line Road, Yardley, PA 19067. All rights reserved. This information is not intended as a substitute for professional medical care. Always follow your healthcare professional's instructions.