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How can you actively listen to patients and collaborate with your team?

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As a patient advocate, you have a vital role in ensuring that patients receive the best possible care and support. One of the key skills you need to master is active listening, which means paying attention to what patients say and how they say it, without interrupting or judging them. Active listening helps you build rapport, empathy, and trust with patients, as well as identify their needs, preferences, and concerns. It also helps you collaborate with your team, by sharing relevant information, asking for feedback, and respecting different perspectives. In this article, we will explore some tips and techniques for active listening and team collaboration in patient advocacy.

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Anas Albashaish BSN, US-RN, AEMT, CPHQ, CIC?

MBA Student| CPHQ| CIC?| AdvancedEMT| McKinsey Forward Alumni| GBD Collaborator

1 Why is active listening important?

Active listening is an important skill that involves not only hearing what patients say, but understanding what they mean and how they feel. It requires paying attention with your ears, eyes, and heart, as well as demonstrating genuine interest and curiosity. This type of listening can be highly beneficial to patients, as it can make them feel valued, respected, and heard. It can also reduce their anxiety, stress, and frustration while enhancing their self-esteem and confidence. Additionally, it can improve their adherence and satisfaction with treatment, empower them to make informed decisions and express their wishes, and strengthen their relationship with you and other health care providers.

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Anas Albashaish BSN, US-RN, AEMT, CPHQ, CIC?

MBA Student| CPHQ| CIC?| AdvancedEMT| McKinsey Forward Alumni| GBD Collaborator
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In a busy clinic, a patient arrives with a chronic condition, expressing frustration about a recent change in medication. The healthcare provider, recognizing the importance of active listening, sets aside distractions, maintains eye contact, and genuinely focuses on the patient's concerns. As the patient shares their experiences and fears, the provider acknowledges their feelings and discusses potential alternatives. This act of active listening not only alleviates the patient's anxiety but also strengthens their trust in the provider, fostering a collaborative approach to managing their health.

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Dr. Jens Behnke

Leitung Kommunikation I Key Account bei Hom?opathisches Laboratorium Alexander Pflüger I Integrative Medizin, Forschung, Gesundheitspolitik
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Aktives Zuh?ren bei Patienten erfordert Empathie und Engagement. Es beginnt mit konzentriertem Hinh?ren auf ihre Anliegen und Gefühle, ohne Unterbrechungen. Nutzen von offenen Fragen, um ihre Bedenken zu verstehen. Zusammenarbeit im Team ist entscheidend, um ganzheitliche Pflege zu gew?hrleisten. Ein multidisziplin?rer Ansatz erm?glicht den Austausch von Informationen und eine umfassende Betreuung. Regelm??ige Team-Meetings erleichtern den Informationsaustausch und f?rdern die gemeinsame Planung zur bestm?glichen Versorgung des Patienten. Ein respektvoller Umgang und die Wertsch?tzung der Meinungen und Fachkenntnisse jedes Teammitglieds sind wesentlich für eine effektive Zusammenarbeit.

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2 How can you practice active listening?

Active listening is a skill that requires practice and patience. To improve your active listening in patient advocacy, it's important to prepare yourself mentally and emotionally by clearing your mind of distractions and biases. Additionally, use verbal and non-verbal cues to show that you are listening and engaged, such as nodding, smiling, making eye contact, and using appropriate gestures. Reflect and paraphrase what the patient has said in your own words to check your understanding and show that you are paying attention. Ask open-ended questions that start with who, what, where, when, why, and how to elicit more information. Lastly, summarize the main points and clarify any doubts or misunderstandings at the end of the conversation.

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3 How can you collaborate with your team?

Active listening is essential for both communicating with patients and collaborating with your team. As a patient advocate, you are part of a multidisciplinary team that includes doctors, nurses, social workers, therapists, and other health care professionals who need to work together to coordinate care. To do this effectively, it is important to establish clear roles and responsibilities, share relevant information, seek and provide feedback, respect diversity and differences, and manage conflicts and challenges. Know your scope of practice and boundaries, communicate your role and expectations to the team, use accurate language when sharing information, ask for input from other team members, provide constructive feedback, recognize the diversity among team members, address issues promptly and directly, listen to both sides of the story, and try to find a win-win solution. If needed, seek help from a mediator or supervisor.

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4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you actively listen to patients and collaborate with your team?

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1 Why is active listening important?

2 How can you practice active listening?

3 How can you collaborate with your team?

4 Here’s what else to consider

Patient Advocacy

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How can you actively listen to patients and collaborate with your team?

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1 Why is active listening important?

2 How can you practice active listening?

3 How can you collaborate with your team?

4 Here’s what else to consider

Patient Advocacy

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