Patient EngagementTALK EM

Talk EM: Emergency Medicine Mindset

By August 15, 2017 February 27th, 2018 No Comments

Improving the Patient Experience with Effective Communication 

In the first installment of our Emergency Medicine Institute podcast series, Dr. David Pierce reflects on his experiences working in the Emergency Department. Dr. David Pierce’s candor and revelations provide an insightful, compelling illustration of the challenges one faces when it comes to engaging patients within the time constraints of the Emergency Department. Below is a list of effective communication strategies that can be used to improve communication, improving the overall patient experience. Listen to the full podcast below for a more detail explanation from Dr. David Pierce.

  • Reflective Listening– The listener repeats back to the speaker to ensure the intended message was properly received. This strategy allows the speaker and the listener to proactively resolve any discrepancies.
  • Validation– Acknowledge the patient’s experience. This tool can be utilized to disarm and engage the patient, improving overall communication.
  • Active Listening– The listener is open, engaged, and present during discussion. Active listening requires the listener’s full attention and understanding.
  • Empathy– Basic understanding and awareness of the patient’s experience.

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