First Impressions
This should happen the first 5 seconds of entering a patient's room
What is introducing yourself & greeting the patient?
Patients value this more than medical jargon
What is clear, simple communication?
This is the difference between sympathy & empathy.
What is empathy + understanding feelings; sympathy = feeling sorry?
This must be verified before any medication or procedure
What are two identifiers?
When a patient complains this is the first thing you should do.
What is listen without interrupting?
Knocking before entering a patient's room shows this.
What is respect for privacy?
This should always be communicated when there is a delay.
What is how long and why?
This action shows you're fully present with the patient.
What is active listening (eye contact, acknowledgement, etc.)?
This should always be in reach to promote safety.
What is the call bell?
This acronym helps guide service recovery conversations.
What is HEART (Hear, Empathize, Apologize, Resolve & Thank)?
This simple action helps patients feel acknowledged & respected immediately
What is making eye contact & using their name?
The technique ensures the patient understands instructions.
What is teach-back/closing the loop?
Empathy is best demonstrated through this combination.
What is words, tone & body language?
This practice reduces falls and improves patient confidence.
Patients feel valued when staff do this after a concern.
What is provide a follow up call or check back in?
This should be explained during your first interaction of the shift.
What is your role and what the patient can expect?
What is pause & invite to ask questions?
This type of statement avoids dismissing patient concerns.
What is "I understand why you'd feel that way"?
Patients are more likely to follow care plans when this is established.
What is clear communication?
A meaningful apology should include this key element beyond "I'm sorry".
What is taking ownership (regardless of fault) and offering a solution?
Patient's often judge their entire stay based on this early interaction.
What is the first clinician involved during the first few minutes of their care?
This is the #1 complaint from patients related to communication
What is not being kept informed or feeling ignored?
Patients remember this more than any clinical skill alone.
What is how you made them feel?
Patients are more likely to trust care when nurses do this consistently.
A patient says "No one told me what is going on." Your best response is.
What is apologize and explain the plan/delay clearly?