Giving updates to patient’s relatives can be nervous time, especially when you are new to this. There is always the temptation to say “I’ll just ask the nurse!” However, it’s important to become proficient in this aspect of communication and is something I believe trainees should practice as often as possible. Of course, this is very situationally dependent: complex cases, deteriorating patients, end of life situations, etc need to be handled professionally and by experienced members of the multi-disciplinary team. Here’s a few tips that I have found to be helpful.
Know Your Patient
Relatives will often understand that as a trainee you may not have all the answers. However, if you have been monitoring your patient you can give updates on how they slept during the night, how well have they eaten, have they been getting out of bed. Often, this is all the information that someone is looking for.
Know The Plan
The medical team will revise the plan for patient following their rounds. Depending on where you work, you might be able to read these updates in real time using electronic systems. Again, you don’t have to know all the details, but being able to reassure a relative that a scan has been ordered, or blood tests will be taken during the day is often enough. You can always speak to your supervising nurse or a member of the multi-disciplinary team if you need more information.
Know Your System
Patient information is increasingly available in electronic form. Knowing where to find if a procedure has been requested or where to locate the results of a blood test is very useful when providing updates.
Handover
Try to jot down relevant information from the nurse handing over at the start of your shift. Has the patient been settled during the night, did they sleep well? Have they mobilised and if so how? Are there are any outstanding tasks that are being handed over or any plans for the patient during the shift? Relatives often just want to know that their loved one is being well cared for and being able to provide this reassurance goes a long way.
Multi-disciplinary Team Meets and Huddles
I tried to participate in at least one MDT meeting during each placement and found these to be a great way to learn about each patient but also how the entire team works together. It’s a great way to learn who is responsible for different aspects of care and what the overall plan is for each patient. Many areas also have a team huddle where nursing, medical and other professionals discuss plans for the shift. By listening in to these you can increase your understanding of each patient and become more confident in giving updates to relatives.
Be Prepared
Sometimes a relative will be concerned about their loved one and this can manifest as anger or frustration with staff. It is important to remain calm and professional when confronted with difficult conversations. If you do not have the answers or information they need, reassurance that you will escalate the concerns to a senior member of staff is important. Ensure that you do this and remember to let the relative know that you have raised their concerns. It’s always a good idea to document this and you can always chase it up if necessary.
Observe Experienced Staff
I found it very helpful to observe and listen to experienced staff when communicating with relatives. There is always a nurse who is able to diffuse a difficult situation, put relatives at ease, and are able to resolve conflict and ensure the appropriate actions are taken. On placements and base area, I would try to learn from these experienced nurses as much as possible. How do they verbally communicate? What body language do they use? How do they achieve the desired outcome? Find the nurse you want to be like and learn from them.
Be Careful What You Promise
Make sure you only state you will do something if you can actually do it!
Don’t Guess
It is important to use only factual information. If a relative asks you if their loved one is going home this week and you say that you think it’s likely. It’s probable that the person actually interprets this as you are saying they are going home this week. Unless you are sure, and that is the plan, you are setting yourself up for trouble. if you don’t have the answer, my experience is to tell the person the truth and let them know that you will find out for them or escalate it to a senior colleague.
