Team members throughout the system are here to serve the patient and assure they have an EXCELLENT experience! To do that, they must LISTENUP, in order to meet the patient’s needs. If we want to empower patients to SPEAKUP, then we need to do our part.
As a challenge to yourself take into account the below key points to doing just that!
"L" - Listen up
- When the patient and/or their family are talking – give them your full attention.
- Listen to understand – ask clarifying questions.
- Provide interpreters for non-English speaking or hearing-impaired patients.
- Don’t be offended if they question you.
"I" - Introduce yourself
- Introduce yourself using AIDET.
- Always wear your badge in full view and facing forward.
- Thank them if they remind you to wash your hands.
"S" - Seek out opportunities to educate
- Look for opportunities to educate patients regarding tests/treatments/procedures.
- Tell them what they are having done, how long it will take and when the results may be back.
"T" - Take action
- Team up with family members.
- Family members are often the constant in the situation – listen to what they have to say.
- Take action if the patient or family tell you something is not right or has changed.
- Involve family in discussions about care – they can reinforce what you want the patient to do.
"E" - Engage patients
- Starting at admission, make sure you get an accurate list of medications.
- Inquire about patients’ knowledge of their medications.
- Engage them in conversations about their medications and appropriate use of them.
- Educate them on any new medications you are giving them.
"N" - Notice facial expressions and body language
- Look for facial expressions and body language that indicate lack of understanding or concern.
- Look for frowns or raised eyebrows.
- Look for fidgeting that may indicate uncertainty.
- Ask them to repeat back what you’ve instructed them on.
"U" - Use every opportunity
- Manage up yourself – education, experience, etc.
- Manage up other team members and departments – “will receive great care.”
"P" - Provide opportunities for participation
- Invite patients to have family involved if they desire
- Introduce yourself to family members and invite them to participate in decisions and care.
- Introduce family members to providers when they round and invite questions.