How Do You Handle Delivering Difficult News to a Patient or Family?
When faced with the delicate task of delivering difficult news to patients or their families, nursing professionals employ a range of compassionate strategies. A Nurse Practitioner leads our conversation, while we present additional answers that capture the importance of empathy and clear communication in such challenging moments. From fostering trust to providing resources for support, here are six thoughtful methods used by nursing professionals.
- Sit Down and Take Your Time
- Create a Trusting, Supportive Environment
- Prepare Emotionally, Deliver with Clarity
- Ensure Privacy and Offer Undivided Attention
- Use Clear Language and Avoid Jargon
- Provide Resources for Later Reference
Sit Down and Take Your Time
No matter what specialty you work in, you will inevitably have to deliver difficult news to patients and/or families as a nurse practitioner. As a dermatology nurse practitioner, I frequently have to tell people they have a chronic skin, hair, or nail problem; or that they have skin cancer. Here are some tips to help you through these challenging conversations.
Sit down. Patients perceive that providers have spent more time with them when we sit down during a visit. Sitting down takes away some of the power dynamic and facilitates trust and empathy.
Take your time. Speak slowly, with many pauses, when you explain the situation to the patient or family. Use common terms as much as possible to prevent confusion and unnecessary fear and misunderstanding.
Allow time for questions. Pause after you've made your statement so the patient can absorb the information, process it, and think of questions to ask. If they don't have any questions, tell them what people often ask, and answer those questions. Provide the patient with the means to reach out to you or the office. Often, patients think of questions later, when the information has sunk in, or after they've looked it up online.
Create a Trusting, Supportive Environment
When faced with the task of delivering difficult news to a patient or a family, it's important to create an environment of trust through honest, respectful, and compassionate dialogue. The conversation should be approached with sensitivity, making sure to acknowledge the individual's feelings while providing the necessary information. It is crucial to give them room to process the information and express emotions without feeling rushed.
Communicating difficult news requires not just factual accuracy but also emotional intelligence to gauge how the person is coping with the information. Conclude by encouraging them to ask questions, ensuring they know that you are there to continue the dialogue and support them.
Prepare Emotionally, Deliver with Clarity
In the moment before sharing difficult news, it is beneficial to prepare emotionally, which can often involve rehearsing the key points that need to be conveyed. This preparation helps in staying focused and professional during the actual delivery. It's vital to deliver the message with clear intent and without letting personal emotions cloud the delivery.
The aim should be to provide information in a manner that is both sincere and straightforward, helping the receiver to understand the reality of the situation. At the end, offer reassurance and guide them towards the next steps they can take, emphasizing your availability for further discussion and assistance.
Ensure Privacy and Offer Undivided Attention
Ensuring privacy and comfort for the patient or family is paramount when it comes time to deliver difficult news. This means choosing a quiet, private setting where the conversation can take place without interruptions or bystanders. It also means giving the individual your undivided attention during this challenging time, showing them that they are not just another task to be managed but a person in need of care.
It's important to validate their feelings and to listen as much as to speak, creating a two-way conversation that respects their need to be heard. Finish by asking them if they need additional help or clarification, signaling your commitment to their well-being.
Use Clear Language and Avoid Jargon
It is essential to utilize clear and simple language when sharing tough information, steering clear of confusing medical terminology that can increase the recipient's stress or confusion. Speaking plainly shows respect for the patient or family's ability to comprehend the situation, and it helps in building trust. The information should be delivered at a measured pace, allowing the listener to absorb the details.
Avoiding technical jargon also reduces the likelihood of misunderstandings and ensures that the conversation remains accessible. Encourage them to repeat the information back to you to ensure understanding and offer your support in navigating the next steps.
Provide Resources for Later Reference
Following up a difficult conversation with written information and support resources is a considerate way to reinforce what has been discussed. This step provides patients or families with something tangible to refer to after the initial shock has subsided. It can also help answer questions that might arise as they process the news in their own time.
Providing written materials ensures that they have all the necessary information and support at hand, which can be especially helpful once they've left the healthcare setting. Encourage them to review the documents and reach out if they have further questions or need additional support.