Talking to Patients

Introduction to Medical Communication

  • Importance of communication in EMS (Emergency Medical Services)
  • Emphasis on both verbal and nonverbal communication styles

Medical Terminology

  • Definition and significance of medical terminology in EMS
    • Many patients do not understand medical terms unless they have a medical background.
    • Abbreviations used in EMS may be unfamiliar even to medical personnel.
    • Example: Using the term "AMI" (Acute Myocardial Infarction) without explanation is ineffective.

Verbal and Nonverbal Communication

  • Types of communication:
    • Verbal Communication: What you say to your patients.
    • Nonverbal Communication: Body language and demeanor.
  • Importance of a welcoming demeanor:
    • Avoid crossing arms and displaying irritation.
    • Convey openness and positivity, regardless of personal feelings.

Interaction with Colleagues

  • Importance of kindness in all interactions, including with:
    • Fire department personnel
    • Hospital staff (doctors, nurses, technicians)

Documentation and Information Sharing

  • Significance of accurate documentation in electronic records:
    • Electronic medical history retrieval allows efficient treatment.
    • Proper documentation aids in future patient evaluation.
    • Impacts billing for services rendered, affecting resource availability for equipment and raises.

Communication Equipment

  • Overview of equipment used in EMS:
    • Radios for communication with dispatch and fire departments.
    • Different channels for specific communications.

Patient Relationships

  • Encouragement of Patient Expression:
    • Importance of forming rapport with patients even if they express bias or discomfort based on race or gender.
  • Handling difficult patient situations:
    • Example scenario of a patient refusing treatment based on the gender of the caregiver.
    • Describing the process for handling refusals respectfully while ensuring legal safety (signing a refusal form, explaining risks).

Cultural Sensitivity in Communication

  • Awareness of cultural differences in communication:
    • Variations in appropriateness of eye contact.
    • Importance of cultural awareness in discussing sensitive topics.
  • Emotion and Communication:
    • Some cultures may view emotion differently (e.g., as a weakness), affecting patient interactions.

Handling Hostile Patients

  • Recommendations for body language when facing hostility:
    • Maintain distance (e.g. 5-6 feet) in aggressive situations.
    • Avoid positioning yourself between the patient and the exit door.
  • Avoiding escalation through mindful communication:
    • Remain calm and composed, even when provoked.

Interviewing Techniques

  • Importance of open-ended questions:
    • Example: Instead of asking “Does your head hurt?”, ask “What is hurting?”
  • Techniques to avoid providing false reassurance:
    • Be truthful about the patient's condition without causing unnecessary alarm.
  • Communicating with elderly patients:
    • Allow them time to gather personal items if they are not in distress.