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Megan/Ms. Lucia
Hi! My name is Cordelia and I'm a volunteer. Is it OK if I check the supply drawer? ... While I'm here is there something I can get for you (blanket, tray table, water, change blinds)? ... I have the time.
Patients are often overwhelmed, in pain and grouchy. They want to go home, they don't want to be sick, and they have no control over their schedule, location, sleep, surroundings or situation. You are often seeing people on what could be the worst day of their lives.
Nurses are wonderful but often exhausted, stressed and have a million things on their minds.
Of all of the people that your patient meets, you are the only one who has the time to do the little things that can make all of the difference. Imagine lying all afternoon in the hospital bed, and you can't reach your call button that slipped down, the sun is in your eyes because the blinds are wide open, your feet are cold, and you are very lonely.
It's important to do the little things that you are assigned to help the staff, but it's the kindness and compassion you can offer to the patients that touch lives.
So, what can you say to make conversation with patients??? A few tips are below:
So, what can you say to make conversation with patients??? A few tips are below:
Topics that are off limits (you may listen if they bring it up, or change the subject, or get the patient's nurse if appropriate):
Their diagnosis or medical information
Their personal information (unless you need to verify name and birthdate for patient transport)
Politics
Religion
Money
Negativity
Topics that you might consider:
Your surroundings/the view
Art/shows/movies/plays
Food/restaurants/cooking
Their hobbies
Their professional interests/responsibilities
Sports
The climate/weather
Local favorites
Travel
Remember: True listening is an act of Love.
Ask open-ended questions
Show enthusiasm
Speak clearly with a strong voice and articulate.
Make good eye contact
Keep the conversation going with follow up questions "That's so interesting/amazing/funny! What did you do next?"
Even if they make a joke that's not funny, laugh--take it in the spirit it was given (unless it was offensive of course!)
Exit strategies. Sometimes it's time to end a conversation:
"This has been great! Thanks for telling me about (X). Have a wonderful rest of your day!"
"Thank you for sharing! I see my nurse/colleague and need to catch her. It was great meeting you!"
"So glad we had a chance to connect over (topic)! I hope for your sake you're discharged before my next shift, but I'll look for you!"
"You are so funny/sweet/! I've really enjoyed/learned a lot/been impressed hearing about (X). Can I get you anything before I go?"
Rachel/Jessie/Ms. Lucia
Sam/Ms. Lucia
Tips for Professionalism in Medical Settings from the AMA
The RESPECT model for Conversations with Patients from the AMA
How to Talk to Strangers Like a Pro from Science of People
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