Reassurance

Recognition allows providers to identify when trauma may be influencing a patient encounter. Reassurance is the process of responding in ways that promote psychological safety, foster trust, and reduce uncertainty throughout the interaction.

EMS providers cannot always eliminate fear or distress, but they can influence how patients experience their care through clear communication, transparency, empathy, and respect.

Emergencies are inherently stressful. Patients may be experiencing pain, fear, embarrassment, grief, or uncertainty while simultaneously navigating an unfamiliar healthcare environment. For individuals with previous traumatic experiences, these stressors may be intensified.

Trauma-informed reassurance recognises that emotional safety is a key part of high-quality patient care. When patients understand what is happening, feel heard, and are treated with dignity, they are often better able to participate in assessment and treatment.

Providing reassurance does not need to require lengthy conversations or delay the delivery of care. It involves intentional communication that helps reduce uncertainty while maintaining clinical efficiency.

The main goals of reassurance include:

• Promoting physical and psychological safety.

• Reducing fear and uncertainty.

• Building trust between provider and patient.

• Supporting patient autonomy whenever possible.

• Encouraging collaboration throughout care.

• Creating a calm and respectful patient experience.

Signs You’re on the Right Track: 

• The patient is opening up emotionally and more willingly responds to questions, oftentimes increasing the length of their answers. 

• The patient’s tone and body language become less guarded, increasing eye contact.

• Patients may begin to engage by seeking your input or asking questions in return.

• The patient begins to express difficult emotions like shame or guilt - indicating they feel safe enough to be vulnerable.

Signs to Shift Gears:

• The patient continues to be closed off and limits disclosure during questions.

• The patient resists eye contact or remains in a closed-off position.

• Patients may question your actions or have a defensive attitude toward you.

• The patient may display frustration or discontent toward you or other healthcare providers*

Continue monitoring for positive and negative indicators throughout the duration of the call to ensure your methods are effective!

*If a patient’s frustration/discontent towards you or others makes you feel unfit/unsafe to continue, immediately remove yourself from the situation and seek additional support.

*Video coming soon*