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H.I.S. Home Forums MA Apprenticeship Summer Program Discussion: Skill 1- Communication and Client Relations

  • Discussion: Skill 1- Communication and Client Relations

    Posted by temmanuellearnhcis-org on July 5, 2024 at 2:41 pm

    Instructions:

    1. Attempt a discussion on at least one of the discussion points below.

    2. Respond to at least one of your colleague’s discussions.

     

    Discussion Scenario: Building Trust and Communication in Pediatric Healthcare

     

    Scenario:

    You are a pediatric nurse working in a busy clinic. Today, you have a new patient, a 7-year-old boy named Alex, who is scheduled for a routine check-up. Alex seems anxious and hesitant as he enters the examination room with his mother, Mrs. Lopez. Mrs. Lopez appears concerned and is looking to you for guidance on how to make Alex feel more comfortable.

    Discussion Points:

    1. Communication with Alex:

    – How would you approach Alex to establish trust and comfort during his visit?

    – What language and tone would you use to ensure he understands the purpose of the visit and feels at ease?

    2. Non-Verbal Communication:

    – What non-verbal cues would you employ to convey empathy and build rapport with Alex?

    – Why is maintaining eye contact at Alex’s eye level important in this situation?

    3. Involving Mrs. Lopez:

    – How would you involve Mrs Lopez in the communication process to support Alex’s comfort and understanding?

    – What information would you provide to Mrs Lopez about the check-up to ensure she feels informed and reassured?

    4. Discussing Potential Procedures:

    – Alex is curious but nervous about any potential procedures. How would you explain these procedures to him in a way that alleviates anxiety and encourages his participation in decision-making?

    5. Conflict Resolution and Emotional Support:

    – Imagine Alex becomes tearful or resistant during the examination. How would you address his emotional response while continuing to provide necessary care?

    – What resources or strategies would you suggest to Mrs. Lopez to support Alex’s emotional well-being beyond the clinic visit?

    6. Team Collaboration:

    – How might you collaborate with other healthcare team members, such as paediatricians or specialists, to ensure Alex receives comprehensive care?

    – What role do regular team meetings and electronic health records play in maintaining continuity of care for patients like Alex?

    7. Parental Education and Empowerment:

    – After the check-up, what educational materials or advice would you provide to Mrs Lopez to help her promote Alex’s well-being at home?

    – How can educating parents like Mrs. Lopez contribute to better long-term health outcomes for children?

    Conclusion:

    Reflecting on this scenario, discuss how effective communication and building trust with both young patients and their families contribute to providing compassionate and personalized care in pediatric healthcare. Highlight the importance of these practices in enhancing patient satisfaction, improving health outcomes, and fostering positive healthcare experiences for children and their families.

    • This discussion was modified 2 weeks, 1 day ago by  Andrea Nicole.
    • This discussion was modified 2 weeks, 1 day ago by  Andrea Nicole.
    • This discussion was modified 2 weeks, 1 day ago by  Andrea Nicole.
    Antonia replied 1 week, 5 days ago 24 Members · 42 Replies
  • 42 Replies
  • Alani

    Member
    July 8, 2024 at 12:23 pm

    How would you approach Alex to establish trust and comfort during his visit?

    I would start off by introducing myself and talking to him about his day, what he likes to do in his free time, his favorite color, movies, etc. Just to get his mind off of being anxious or fearful, once I established with Alex that I am not here to hurt him I will follow up with guiding him through the process of his check up and be very patient with him since I know he might still have that fear in the back of his mind.

    • Kimberly

      Member
      July 8, 2024 at 3:47 pm

      Hi, I like your discussion it was well said. I agree with everything you said on your discussion. The part where you named many different ways you would try to get his mind off being anxious are very good ways. I also believe that’s a good way to build trust and comfort with the patient Alex. I also liked how you mentioned you will be very patient with him because being patient with someone can actually help build comfort and more trust. Your discussion is very well-written and agreeable.

  • Trinity

    Member
    July 8, 2024 at 12:30 pm

    I don’t know if its verbal or non-verbal but I would demonstrate the instruments infront of him to show that it doesn’t hurt or maybe play with him a little like, can you tell what this is, this is for bla bla bla. in a way that it would seem harmless..

    • Dario

      Member
      July 8, 2024 at 5:15 pm

      Hey Trinity I like the idea of demonstrating the instruments with this Alex can learn and understand to not fear the instruments allowing for more trust as well as a better service for him and his mom.

  • Kimberly

    Member
    July 8, 2024 at 1:45 pm

    Question 1: Communication with Alex

    – How would you approach Alex to establish trust and comfort during his visit?

    To comfort and gain Alex’s trust during his visit I would make a nice approach by making eye contact with him while i introduce myself. I will explain what I’m doing by using age-appropriate language and not using big words he may not understand to help him gain more trust. I would also use positive statements such as, “You’re doing awesome!” to make him feel more comfortable. Since he’s also anxious and hesitant I would reassure him that he’s in a safe place and try to get his mind off the feeling of anxiety by speaking to him first about fun things he may be interested in instead of starting off with medical things since it might make him more anxious.

    – What language and tone would you use to ensure he understands the purpose of the visit and feels at ease?

    The tone I would be using to speak with Alex is a calm, friendly tone. The language I would be using is age-appropriate to ensure he understands the purpose of his visit and does not get confused. As I ask him the questions I would ask them in simple terms and try to make them interesting as if we’re having a friendly conversation to not scare him away and so he feels better about it and at ease.

    • Kaelynn

      Member
      July 8, 2024 at 7:39 pm

      I really like the idea of giving words of encouragement and how that could make Alex feel calmed or even happy with the positive responses he receives, and its a really good start to gaining trust and comforting Alex. I also like how you mentioned that you would use language that would be easy for Alex to understand if you were to explain anything to him!

  • Odalis

    Member
    July 8, 2024 at 3:31 pm

    Discussion of possible procedures:

    – Alex is curious but nervous about any possible procedure. How would you explain these procedures to them in a way that relieves anxiety and encourages their participation in decision making?

    I would try to use clear language that he would easily understand and I would try to explain step by step the procedure that will be done and after each step I would pause to ask if he understood or if he has any questions or if he feels comfortable that I explain everything what is being done and ask if they had already done something similar with him on their previous visits and so to involve him in the activity and always being respectful of him.

    • Dayanara

      Member
      July 8, 2024 at 3:48 pm

      Great job Odalis! Making sure he understands each part and feels comfortable is really important. It’s a good thing you would make him feel included in the process. 🙂

    • Trinity

      Member
      July 8, 2024 at 7:25 pm

      I like the idea of having him involved in the activity or process.

    • Banessa

      Member
      July 8, 2024 at 8:45 pm

      That sounds great Odalis the way you assure Alex and help him follow what you’re saying will be helpful for you and him that also makes him feel more confident in what he is doing .

  • Dayanara

    Member
    July 8, 2024 at 3:32 pm

    1. Communication with Alex:

    – How would you approach Alex to establish trust and comfort during his visit?

    How I would approach Alex to establish trust and comfort during his visit is by introducing myself and having a small friendly conversation with him before I start. I would use simple language for him to understand so I would avoid using medical jargon. I’d also encourage him to ask questions and ensure he feels comfortable throughout the visit.

    – What language and tone would you use to ensure he understands the purpose of the visit and feels at ease?

    The tone I’d use to ensure he understands the purpose of the visit and feels at ease is a friendly tone. This will help him acknowledge that he’s in a safe room. I would also let him know in a calm reassuring tone that he can ask me anything. The language I would use is non-verbal communication like friendly gestures and eye contact to create a sense of comfort and trust.

    • Julissa

      Member
      July 8, 2024 at 6:00 pm

      Good job Dayanara! This is a good idea to build trust and comfort in Alex during the visit. The language and tone you would use is a good way to make sure Alex understands the purpose of the visit and feels safe.

    • Kaylee

      Member
      July 8, 2024 at 9:00 pm

      i agree with your ideas and your responds i feel like having a mini conversation would make alex feel a little more comfortable. Also agreeing on the speaking tone

  • Dario

    Member
    July 8, 2024 at 5:05 pm

    In my approach to establish trust and comfort for Alex, I would let him be aware of what I am doing and explaining it all in a way a 7 year-old can understand. I want him to be at ease and make sure Mrs. Lopez understands the procedures so that she isn’t as concerned. Because Alex is anxious I need to speak in a reassuring tone and have my eye contact at the child’s eye level.

    • Iveth

      Member
      July 8, 2024 at 10:56 pm

      I agree with what you said as in explaining everything that you are doing to the child so they aren’t as stressed about what’s going to happen. I would just explain a bit more about the eye contact thing

  • Emmanuel

    Member
    July 8, 2024 at 5:10 pm

    I would approach Alex by giving him a high five to build trust in him with me. Then I would probably say friendly words or phrases like “champion”, “friend”, “hero”. After that I would probably ask him how his day is going, or what cartoons he likes to build a conversation with him. My language and tone would definitely be friendly, and I would avoid medical jargon. Also, having a stress ball or stickers for Alex could potentially decrease stress and tension. Overall, just being king, genuine, and delivering health care could create a positive experience.

    • Alani

      Member
      July 8, 2024 at 9:28 pm

      Hi, I loved your explanation and reasoning on how you would approach Alex, children are very delicate and we have to be careful what we say to them and do and given your thoughts on how you would handling this situation is great.

    • Brenda

      Member
      July 8, 2024 at 10:07 pm

      Good Job! I would also do the same, giving the children stickers or a stress ball could be a great idea to make them forget about all the stress or nervousness. Also praising the children can be a very good idea to make them feel like they’re in a safe place and to make them trust you

  • Julissa

    Member
    July 8, 2024 at 5:53 pm

    2. Non-Verbal Communication:

    – What non-verbal cues would you employ to convey empathy and build rapport with Alex?

    – Why is maintaining eye contact at Alex’s eye level important in this situation?

    Non-verbal cues I would use to convey empathy and establish a good relationship with Alex is smiling, showing him that he is in a safe place and that he can be himself. Non-verbal cues that I would use to establish a good relationship with Alex are to speak to him in a vocabulary that he can understand and speak in a calm tone.

    It is important to maintain eye contact at Alex’s eye level in this situation so that he can feel comfortable and safe. It is very important to do all this to give a good experience to the parents and also to the children.

    • Emmanuel

      Member
      July 8, 2024 at 10:09 pm

      Hi Julissa, I agree with you because a child may not understand medical vocabulary, but they have emotions. Being genuine and smiling could potentially help build trust between you and Alex. Also, keeping eye contact may signal to Alex that you are confident and capable of performing his health care treatment the best way.

  • Antonia

    Member
    July 8, 2024 at 7:30 pm

    Discussion #1

    I would approach Alex by being patient and gentle with him, I would allow him to express his feelings and also take breaks when he is feeling overwhelmed. Another approach I would use is to praise him for his bravery and his cooperation. I would build trust with alex by maintaining a calm and friendly attitude, and explaining everything to him before moving forward.👍

    To ensure that Alex feels at ease I would use a friendly, calm, and reassuring tone. I believe that this approach would help Alex understand each step during the check-up and reassure him that the procedure is simple and safe.😀

    • Hailey

      Member
      July 8, 2024 at 8:26 pm

      Antonia, I agree with your response because you are stating that patience and allowing your patient to feel welcomed and safe are very important. This will allow your patient to trust you and be confident.

  • Kaelynn

    Member
    July 8, 2024 at 7:33 pm

    Involving Mrs. Lopez:

    When involving Mrs. Lopez i would involve her in the communication process by bringing her into the conversation and informing her of what the process is going to be like and giving her the opportunity to be the one to explain to Alex, because it would most likely bring Alex comfort by having someone he trusts to be the one explaining certain things to him. Some information i would share with Mrs.Lopez would be the basics of what is planned and informing her of the importance of why checks-up matter. I would explain to her about the tools being used and reassuring her that all these things are here to make sure Alex can continue to be healthy.

    • Apple

      Member
      July 8, 2024 at 9:06 pm

      I agree with your actions of involving Mrs. Lopez because it helps Alex and Mrs. Lopez learn and understand the basic information so that he can have a smooth appointment. I was think about making a response for #4 but our approach would have been very similar.

  • Apple

    Member
    July 8, 2024 at 8:12 pm

    4. Discussing Potential Procedures:

    – Alex is curious but nervous about any potential procedures. How would you explain these procedures to him in a way that alleviates anxiety and encourages his participation in decision-making?

    What is a calm and assertive voice I will explain to Alex there is no need for fear. His appointment today will be very simple and easy. During each step I will narrate what i’m doing in a simple clear tone so that he understands the what’s being done today. For example, I tell him his pulse will be checked now and I ask him for his pointer finger. Simply telling him “I am going to put your pointer finger in this device and it will telling me how many times your heart beats in per minute. It will be on your finger for a sec and it doesn’t hurt.” As I am checking his other vitals I will give words of encouragement like “Your doing a great job Alex! I would ask him how he feels and am I doing anything too tight. Asking Alex his comfortably and giving him words of encouragement reassures his safety and comfort.

    • Elizabeth

      Member
      July 8, 2024 at 8:50 pm

      Hi Apple! I love your approach to creating a mutually respecting environment for Alex and explaining to him very clearly what you are doing in a calm voice in order to help alleviate his anxiety. I think that something else that you can do in order to help Alex become less anxious about any procedures that he might feel weary about is by creating a game or telling a joke that will make him laugh and <font face=”inherit”>take his guard down a little. I believe that this shows him that you can be trusted and that the exam room is </font>nothing<font face=”inherit”> to fear. </font>

  • Hailey

    Member
    July 8, 2024 at 8:14 pm

    Hailey Velasquez

    Discussing Potential Procedures

    To alleviate Alex’s anxiety and encourage his participation in decision-making regarding potential procedures, it would be essential to use positive reinforcement and make sure that he is feeling comfortable and safe. For instance, a calm and reassuring tone while explaining the procedures can help reduce his nervousness. Additionally, it gives Alex choices regarding how he feels about certain situations and procedures. These procedures would allow him to feel more conscious about what will happen. These essential strategies will empower him to feel more in control of a problem. You can use words such as “good job” or “ well done,” which can help ease his anxiety and build trust.

    • Antonia

      Member
      July 9, 2024 at 9:59 am

      Hey Hailey, I agree with your response when your In a new environment things can get overwhelming but as soon as someone with a positive attitude, and nice tone talks to you, you can start to feel very calm, comfortable, and welcomed.

  • Banessa

    Member
    July 8, 2024 at 8:26 pm

    1. Communication with Alex:

    – How would you approach Alex to establish trust and comfort during his visit?

    The way I would approach Alex to establish trust and comfort during his visit I would greet myself and ask his name so he could feel that we are not strangers anymore I will be more gentle and fun but still keep it professional to distract him from the fear or anxious in being in the clinic I would ask him about his favorite foods, games, school subjects, and dream job and I would tell him about my favorite things for he could feel comfortable and entertain him with questions that make him think instant of feeling fear while doing that I would go through the procedures also letting him know what I’m doing before attempting to do anything.

    – What language and tone would you use to ensure he understands the purpose of the visit and feels at ease?

    The tone I would use to ensure he understands the purpose of the visit and feel at ease would be kind and authoritative I choose this because it will help the patient Alex not to feel fear with a kind and sweet voice but also not making me sound fake because my voice is pretty deep, my tone of voice will help him follow along and understand the purpose of the visit using words that a young child like Alex would understand I also choose authoritative showing him self- confident and making him feel that he is in safe hands that I’m not here to hurt him .

  • Elizabeth

    Member
    July 8, 2024 at 8:44 pm

    5. Conflict Resolution and Emotional Support:

    – Imagine Alex becomes tearful or resistant during the examination. How would you address his emotional response while continuing to provide necessary care?

    In order to ensure that Alex has a better experience during his clinic visit, I would take a moment to get to Alex’s eye level and explain to him what I am doing and that it will cause him no harm. By showing Alex that all I want to do is make sure that he is healthy and safe I am showing him that he can trust me and that he is in no harm. I can then continue with my necessary care for the visit.

    – What resources or strategies would you suggest to Mrs. Lopez to support Alex’s emotional well-being beyond the clinic visit?

    After the visit, I can talk to Mrs. Lopez about giving Alex time to explain his concerns next time she can see him getting anxious or hesitant. I tell her that Alex can try doing box breathing exercises, the 5,4,3,2,1 calming exercise, and explaining to him that he is in no danger.

    • This reply was modified 1 week, 5 days ago by  Elizabeth.
    • This reply was modified 1 week, 5 days ago by  Elizabeth.
  • Kaylee

    Member
    July 8, 2024 at 8:46 pm

    The way i would give alex the trust and comfort is by introducing myself and asking him a question like how your day going? or how are you today? Also having communication with him showing him that everything will be fine. If he was to be confused on what they going to do on him i will be going through every step that im doing and showing him what it works for. some strategies i would recommend mrs lopez to support alex is seeing him before his appointment and telling him what will be the reason and how it will work or even do strategies on how to manage anxiety. What i would do to talk to the team is to make sure they give him the support that he needs by gathering the team and telling them alex situation. I suggest lopez to show him strategies on how to Handel anxiety.

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