Anxiety is a common emotion that many patients experience when they face medical challenges or uncertainties. As a patient advocate, you can help them cope with their fears and concerns by communicating effectively with them. In this article, we will share some tips on how to do that.
One of the most important skills you can use to communicate effectively with an anxious patient is active listening. This means paying attention to what the patient is saying, showing empathy, and asking open-ended questions to clarify and explore their feelings. Active listening can help you understand the patient's perspective, validate their emotions, and build trust and rapport.
Reduces Anxiety: By truly listening to their concerns and validating their feelings, you can help them feel heard and understood. This can create a sense of trust and calm them down. Gathers Information: Active listening allows you to pinpoint the specific source of their anxiety. Are they worried about the procedure, the diagnosis, or something else entirely? This knowledge helps you tailor your communication accordingly.
As someone with severe anxiety, the best way to start is by asking them what they need in order to assist with their anxiety. Many of us need different things. I need ALL the information in layman's terms. Others don't want any information, just calming reassurance. And some just need to be distracted. Most of us realize how absurd our anxiety is and wish we could turn it off. Most of us feel unseen and unheard. Simply by asking what we need and acknowledging our anxiety will help tremendously!
Active listening is key in patient advocacy, especially when you are dealing with an anxious patient. First, you may ask what the patient is feeling anxious about-- encourage them to tell you what is on their mind, and that you are here to listen actively to them. Ask questions where appropriate, show empathy, and really understand how they're feeling. Listen to understand, not to respond. Active listening rules!
Another way to communicate effectively with an anxious patient is to use clear and simple language. Avoid using medical jargon, acronyms, or technical terms that might confuse or overwhelm the patient. Instead, use plain words, examples, and analogies that the patient can relate to and understand. Explain the diagnosis, treatment options, risks, benefits, and expected outcomes in a way that is honest, accurate, and respectful.
This is especially important when delivering test results. Most lab reports I have received have tons of medical terms. With my anxiety, I then go to the internet to look up every other word to try and understand, which can lead to 'scary' places. We will often ignore the word 'benign' when it is embedded in medical terms. Sending a simple overview of what those terms mean (to keep us off the internet) can head off a breakdown.
When speaking to patients, refrain from using medical jargon, acronyms, and technical terms. Remember, you are not a doctor, you are only a patient advocate. Some may not know that hypertension is high blood pressure, that GERD stands for gastroesophageal reflex disease, or that plantar fasciitis is a form of heel pain. Explain these to patients in laypeople terms-- not everyone has a medical background, and you are likely to get confused and worried looks instead of being at ease.
A third way to communicate effectively with an anxious patient is to provide reassurance and support. This means acknowledging the patient's worries, expressing compassion, and offering positive feedback and encouragement. You can also help the patient cope with their anxiety by providing information, resources, and referrals that can address their needs and concerns. For example, you can suggest relaxation techniques, counseling services, or peer support groups that can help the patient manage their stress and emotions.
This goes back to item 1. Ask what they need. I recently had a procedure and all they did was provide reassurance. Unfortunately for me, this was not helpful at all and actually increased my anxiety. However, this might be helpful for someone else. Go back to #1 and ASK what they need.
A fourth way to communicate effectively with an anxious patient is to involve them in decision making. This means respecting the patient's autonomy, preferences, and values, and encouraging them to ask questions and express their opinions. You can also help the patient weigh the pros and cons of different options, and explore the consequences and implications of their choices. By involving the patient in decision making, you can empower them, increase their confidence, and enhance their satisfaction.
This is helpful. Especially if you are talking about treatment options or more frequent screenings. However, many times we do not know what questions to ask. I hate when someone asks me if I have any questions - I don't know what I don't know. Or for some of us, it takes time to process what we just heard and then have questions later. Offering them a chance to preview the information or contact you later with questions is helpful.
Allowing patients to take charge and make decisions about their healthcare is very empowering. Yes, the doctor may make suggestions on next actions to take in the treatment plan, but in the end, it is up to the patient, and the treatment cannot go through without their consent, otherwise that would be unethical. Patients should be free to decide the type of treatment they receive, unless otherwise incapacitated (physically or mentally), which would then warrant a power of attorney.
A fifth way to communicate effectively with an anxious patient is to follow up and follow through. This means keeping in touch with the patient, updating them on their progress, and addressing any issues or complications that might arise. You can also check on the patient's well-being, emotional state, and coping strategies, and provide additional support or guidance if needed. By following up and following through, you can show the patient that you care, maintain the relationship, and ensure continuity of care.
It is important to follow up with patients and their medical team regularly. Also, if you promised the patient you would do something, make sure you follow through!
A sixth way to communicate effectively with an anxious patient is to seek feedback and improvement. This means asking the patient for their opinions, suggestions, and complaints about your communication style and skills. You can also ask yourself how you can improve your communication with the patient, and identify your strengths and weaknesses. By seeking feedback and improvement, you can learn from your experiences, enhance your competence, and deliver better patient advocacy.
Yes! After a procedure last week, I am searching for ways to contact the hospital to ask about what training they offer for staff in dealing with anxious patients. Many of us want to help staff understand us better. Some of us would be willing to talk to staff about how to handle us (again, many of us realize how difficult we can be to deal with).