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Active Listening in healthcare

Active Listening in healthcare. Ellen Anderson RDH, BS and Carolyn Fetter, MBA. Ted-x talk on Active Listening. Nell Tharpe MS, CNM, CRNFA, FACNM

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Active Listening in healthcare

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  1. Active Listening in healthcare Ellen Anderson RDH, BS and Carolyn Fetter, MBA

  2. Ted-x talk on Active Listening • Nell Tharpe MS, CNM, CRNFA, FACNM • Nell Tharpe was formerly a maternal-child specialist at the Maine CDC and is the author of Clinical Practice Guidelines for Midwifery & Women's Health. Nell is well-versed in and offers insight into issues involving the practitioner/patient interactions and its impact on patient outcomes. • Her Ted-X talk on Active Listening in the Healthcare Arena, given at the University of New England, has merit for all types of practitioners. • Show video (10 minutes).

  3. ACTIVE LISTENING IN HEALTHCARE • • A way of listening and responding to another person that improves mutual understanding.1 • • A structured form of listening and responding that focuses on the speaker. • • In special needs dentistry, the speaker is often a patient or caregiver. • 1. The Conflict Research Consortium at the Univ of Colorado

  4. Active Listening = better understanding • • Active listeners more effectively absorb and pass on information.2 • • Application of this concept requires discipline. • • A few "tips and tricks" you can employ right away (at this conference): • Eliminate any potential distractions. • Repeat back to the speaker what you think you understood. • Ask open-ended questions "Did I get that right?" or “Is there anything you wish to add or re-state?” • 2. https://www.concorde.edu/campus/garden-grove-california

  5. The statistics of lying in healthcare • Up to 81% of patients lie to their doctors about how often they exercise, how much they eat and other behaviors to avoid being judged.3 Those lies can negatively affect patients' health. 3.  JAMA Network Open

  6. Why do patients lie? • • Embarrassment. • • Lack of understanding. • • Do not want to be lectured.  • • Protect Sense of Self.

  7. How to improve? • • Know what you really need to know. Keep angling until you get it. • • Ask open-ended questions. • • Keep your truth-filter tuned up. What is going on in your life? (What is going on in his/her life?) How do you feel about it? (How does he/she feel about it?) What are you doing about it? (What is being done for him/her?)

  8. How to get at the truth • • Try to engage/relax the person. • • Ask your question(s) in a number of ways/different angles. • • Observe the person as he or she is speaking – watch for hesitancy, eyes down, cracked voice, other telltale signs of obfuscating.

  9. IMPROVING OUTCOMES • • A clinician's ability to explain, listen and empathize can have a significant effect on biological and functional health outcomes as well as patient satisfaction.4 • • Active Listening helps to avoid misunderstandings, as providers have to confirm that they have assimilated what the patient or caregiver said. • • Active Listening tends to open people up, to get them to say more. • • Active Listening avoids resentment, because practitioners become more attuned to concerns, and patients don't feel they're being dismissed. • 4. https://healthcarecomm.org/

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