Clear and consistent communication is key in hospice. We tend to use terminology and slang words while caring for our patients and families assuming they understand exactly what we are saying. Especially at the beginning of hospice care, patients and families are overwhelmed. There is a very good chance little is received. On occasion, we have all had a disgruntled client who has misunderstood or misinterpreted what was said. As hospice providers, we need to communicate continuously and clearly. Most importantly, we need to “listen”. By listening we should be able to determine understanding. Are we explaining one time and expecting our clients to get it? If we aren’t taking the time to ensure understanding, clients will eventually lose trust in our ability to do what we say we are going to do.
Especially in the beginning of hospice care, our patients and families need to trust we know what we are doing. We are asking them to trust us very early on. I don’t believe in painting a rosy picture because it may make ME feel uncomfortable. Clinicians are very good at communicating “not so rosy” information in a nice way. Beating around the bush gets us nowhere. If we communicate effectively and clearly, we take the guess work out of it.
Recently, I had some diagnostic testing done to help determine why I had pain in my right upper quadrant. As it usually happens, testing found other concerns that caused me to be alarmed. Even though my doctor was communicating the diagnosis, I was so stressed I couldn’t comprehend what he was saying. I’ll bet I had him explain at least four more times in that one conversation before I could somewhat understand. Even though I was listening each time, I was only receiving part of it. After numerous conversations and follow-up visits, I eventually understood the diagnosis and treatment.
I’ve always liked the following radio transcript regarding effective communication:
