Communication Pearls
Evidence-based practices for clear, compassionate, and effective communication with patients that experience VTE.
1. General Guidelines
- Listen actively: Engage fully, make eye contact, and avoid interrupting.
- Be mindful of nonverbal cues like body language, facial expressions, and gestures.
- Exercise cultural competence: Cultural differences may affect communication.
- Show interest in the patient in front of you: Focus on the person surrounding the clot.
- Clarify understanding: Clear up misconceptions, e.g., a pulmonary embolism is NOT a stroke or heart attack.
2. Patient Health Literacy
- Assess baseline knowledge and determine information needs.
- Use layperson terms and avoid medical jargon.
- Chunk information: Group details to make them easier to remember (e.g., diagnosis info, treatment info)
- Utilize teach-back method: Ask patients to repeat information in their own words.
- Provide aids: Use written or visual materials.
3. Addressing Anxiety and Psychosocial Stress
Normalize distress:
- Acknowledge feelings of anxiety, depression, uncertainty, and concern.
- Offer support resources.
- Use compassionate language, e.g., “I’m here to answer questions.”
Show empathy:
- Avoid offhand comments: Do not make light of the condition or suggest the patient is "lucky to be alive."
- Solicit patient preferences and involve the patient in decision-making.
4. Communication in the Acute Event
- Acknowledge limits: Explain that not all information can be given in emergency settings.
- Stick to basics: Clearly state the diagnosis, immediate treatment, follow-up plan, and who to contact with questions. Explain that multiple professionals or specialists might be involved in VTE care going forward.
- Emphasize follow-up: Clearly state the importance of follow-up as instructed.
- Summarize: Provide a verbal and [preferably] written overview of the discussion and follow-up plan.
5. Communication in the Follow-up/Long-term Setting
- Explain the purpose of follow-up appointments.
- Involve caretakers: Invite primary caretakers to clinic visits.
- Discuss future: Empower patients by discussing “what you can do if…” scenarios.
- Clarify management: Ensure patients know who their primary VTE caretaker is, i.e., the clinician managing them going forward.
- Encourage questions: Ask patients to prepare questions with family/caregiver prior to follow-up appointments.