60 2014 - Delivering Bad News: Powerful Strategies to Effectively Engage Patients during these Difficult Conversations

Instructor: Edward Leigh, MA
Description:
The manner in which bad news is delivered to patients has a significant impact throughout their course of treatment. Delivering the news in a mediocre way can destroy the patient-professional relationship; lower satisfaction scores, decrease compliance and compromise clinical outcomes. This session will help make the process of delivering difficult news … less difficult.
This informative session will provide practical solutions to deliver bad news via a three-step approach to guide you in the process, including very detailed strategies that can be used in multiple clinical situations. Specific topics include: preparing your comments, setting the physical space, appropriate non-verbal communication, handling intense emotional reactions, and moving a patient to acceptance and action.
Why Should you Attend:
Many professionals are utilizing techniques they think are effective, which are actually very damaging. In this information-packed session, you will learn what NOT to say to patients during this very sensitive process. Using just the right words is vital ? in this session you will learn specific and powerful words and how to integrate them into the conversation.
Objectives of the Presentation:
Many professionals destroy relationships with patients because they fail to understand how patients define bad news. Learn the range of clinical issues that are considered “bad news issues.
Learn an easy-to-implement three-step approach to deliver bad news in a caring and efficient manner.
Proficiently prepare to deliver the bad news, including what information is needed to share and planning for environmental factors.
Learn precise language to use with a patient when delivering the news, including key words and phrases. This session will also review what NEVER to say!
Learn how to manage patients after the news is delivered, including appropriate communication strategies. Also included are methods of handling emotional patients in a caring and effective manner.
Who can Benefit:
Hospital Administrators
Practice Managers
Quality Control Professionals
Legal Representatives
Nursing Directors
Physicians
Any Administrative or Clinical Professional with direct patient contact.
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