Staff Ed: Maximizing Your Teaching Moments

During each clinical encounter, there are moments that arise naturally as ideal "teaching moments." Here's a quick summary of how to apply the ideas to a typical patient encounter to build trust and compliance.

• As you enter the room, greet the patient by name. Introduce yourself as needed.
• Acknowledge any family members who are present by making eye contact.
• Acknowledge the wait if there was one.
• Ask an open-ended question about the reason for the visit to get a sense of the patient's mindset and emotional state.
• If a patient has several reasons for the visit, prioritize them with the patient. This way you can focus on dealing with the primary concern first.

• Keep eye contact and listen for potential barriers to successful treatment. Do you need to call for a translator or chaperone?
• Show your empathy for the patient's situation. Acknowledge their emotional state. This validates the patient's concern or fear.
• Try to frame your dialog using the patient's own words.

• Keep a clear focus on the diagnosis, procedure, self-care, or other information you're delivering.
• Watch for changes in the patient's body language or voice that signal fear or incomprehension. Adjust your explanation accordingly.
• Give your reasons for tests, treatment, or medicine to encourage a patient's sense of working together. Ask the patient if they have questions. Be patient.
• Use patient education materials fitting the patient's literacy level to reinforce your message. Reviewing the patient's previous test results with them will personalize your recommendations and help the patient understand their need to carry out the care plan.

• Get a repeat demonstration of the skills that the patient needs to master.
• Ask an open-ended question to check the patient's understanding of skills. Assure yourself that the patient and their family members will be able to get any helpful online materials that you've identified, including the online platform that your health care system uses for getting lab test results and making follow-up appointments. Give them your system's IT contact information if they need assistance getting access established.
• Clearly state one achievable goal that a patient can work toward before their next visit. This can help your visits feel successful.
• Provide a polite closure to your appointment. This can be something simple, like "Nice to see you today," or "It'll be nice to see you again in 3 months." This helps the person feel appreciated.

• You or a staff member can note in a patient's chart any booklets, videos, or other materials that you've given out. This can make follow-up more focused, aid informed consent, or improve patient understanding.
• You might also note any communication challenges. These include low-literacy skills or highly literate internet skills. Your notes can help the next visit go more smoothly for you and the staff.