The What, Why, and How of Providing Emotional Support to Patients…

1. The What, Why, and How of Providing Emotional Support to Patients…

2. Emotional Support – what is it? • Start by putting yourself in EACH patients place, go on THEIR journey, leave yours at the door. • Be human with another human being • Empathize (Rehab, hospice, post surgical patients, ED) • Express warm, caring, supportive behavior relating to their situation

3. Listening • Be present, slow your pace • Listening requires blocking out all other commotion in your head • Paraphrase and reflect feelings • Do not give advice, or tell your own story, just be in the moment and really hear what the patient is communicating both verbally and non-verbally • Non-verbal care: smile, pat their hand, make eye contact, show with your body that you are listening

4. What prevents us? • Assess yourself for any possible prejudices: race, culture, language, gender, age, economic class, personality, disabilities… • What kind of person do you view as the “norm”, who do you connect more easily with? • How do you perceive people? How quickly do you judge a patient, family member, or visitor? • Be aware of your thoughts, then erase them. Strive to be non-judgmental.

5. Difficult things to hear… • “The food is awful, this hospital is the worst, I hate the nurses! Why is this happening to me?” Crying, ranting (misdirected anger, blame, fear) • “What is happening? Why am I waiting forever? It must be bad news if it’s taking so long.” (anxiety, fear) • “I know why this happened, it’s because I…”(guilt) • “Can I have a blanket, more water, more medication, another pillow, when will my doctor be here?” (loneliness) • “You have been so wonderful to me. I am going to be discharged today, can we stay in touch? Can I have your phone number? (manipulative, needy)

6. What do I say to that? • Do you want to tell me more about that? • It is hard not knowing…waiting. • Yes, I understand that to you, it must seem unfair that this happened. • What do you think? • Sounds like you are really struggling. • Let me make sure I am hearing you right. • Would you like to talk to someone? • Sounds like you are angry about… • It is okay to show your own emotions. • Avoid saying • I know just how you feel • It will get better • It will be okay • Don’t cry, be angry, be sad, be afraid…

7. And if I don’t know what to say… • When the right words don’t come, or you are just not good at “one on one” conversations… • Know that SILENCE is okay • Staying in the room and being present with the patient can be effective • Use eye contact and body language to let them know you care

8. Boundaries • Avoid talking about yourself. If they ask you questions, try and turn the conversation back to the patient and/or family. • Be aware of when it is time to leave the room. • Don’t make promises that you can’t keep (I promise to come back…) • Never give out personal information. • Remember, there are often unknown factors contributing to the “connection” a patient may feel to you.

9. Dealing with Difficulties • You WILL encounter difficult people and difficult situations • Do not take it personally what people say to you. • Most people are grateful for what you do. Stressful situations change people, be aware of why people may overreact or appear rude. • What they may say or do is not really aimed at you, but comes from fear, pain, or frustration. • Know that YOU have control of how you respond.

10. More hints • Listen, Listen, Listen • Everyone wants to be heard. Allow people to vent with an open ear. Do not offer your opinion or interrupt. • Don’t take sides, acknowledge their concern while remaining neutral. • There are three sides to every story.

11. Use AID-IT • Acknowledge-make eye contact • Introduce yourself and your department • Duration- provide estimate of how long your visit will take • Intent – what is the reason foryour visit • Thank the patient for allowing you to visit with them and for choosing your hospital

12. Handling Concerns • Alert Nursing or the Physician if the behavior is out of the ordinary for a patient known to you • Stand out of reach if you feel your safety is threatened • If all else fails, be sure the patient is safe and then leave to prevent further escalation and injury

13. Relationships • Remember that you are part of a team. Seek help if you need it. • Use the nursing staff and/or social workers if you are concerned about what a patient has told you. • If you know they are busy, understaffed, timing is poor, acknowledge this. It will keep the staff from venting their frustration on you. • Thank the staff for taking the time to help or listen to you. Be specific in telling them what this has helped you resolve.

14. Accept responsibility for making things right even when you personally have nothing to do with what is wrong If Service Recovery is Appropriate Hear the concern or the complaint Empathize with the patient. Apologize Respond. Thank the patient for bringing the concern to your attention

15. Resources • Know your resources! • Supervisor/Manager • Patient Advocate • Service Excellence Staff • Chaplain Staff • Own it till you know it is resolved, or has been successfully passed off.

16. Benefits to Patients • Research shows: • Relationship between social support and increased physical health. • Depressed patients = longer hospital stays. • Patients who’s emotional needs were met will return (patient satisfaction, ensure the continued success of your hospital or facility) • Patients will remember the value of their hospitalization based on their emotional recollection of the stay.

17. Benefit to YOU • Being able to connect to patients as human beings (the person behind the patient) • Your own satisfaction, appreciation and understanding from patients • Being a role model to others • Relationship building with staff. Others will notice a positive change in patients, will gravitate toward you and appreciate your role and it’s importance on the unit. • When you take the time to listen, support and understand patients, you will reap the rewards. • You will GET more than you GIVE.