PATIENT- AND FAMILY-CENTERED CARE: Partnerships for Safety & Quality Staff Physician & Resident Physician Toolkit.

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PATIENT- AND FAMILY-CENTERED CARE: Partnerships for Safety & Quality Staff Physician & Resident Physician Toolkit

The Power of Words

A Family Member’s Perspective

Doctor—Birmingham

Awareness of the impact of the words we use unconsciously is a key skill for patient- and family- centered practice.

Watch your Words  Medical talk “Dialysis is the process of osmosis, diffusion, and ultrafiltration used to restore electrolyte and fluid balance and remove waste products from the blood.” Plain talk “Dialysis is a way to clean the blood now that my kidneys have failed.”

Use of Language in Communicating Clinical Information

Negative or Confusing Words ▼ Chief complaint ▼ Patient refuses ▼ Discharge ▼ NPO ▼ Analgesic ▼ Anti-inflammatory ▼ Ambulatory Clinic

Words That Make It Clearer AVOID ▼ Chief complaint ▼ Patient Denies ▼ Discharge ▼ NPO ▼ Analgesic ▼ Anti-inflammatory ▼ Ambulatory clinic USE ▼ Patient/family observations or concerns ▼ Patient prefers/decides ▼ Going home or to another setting ▼ Nothing to eat or drink ▼ Medicine for pain ▼ Medication to reduce swelling ▼ Clinic

Empowering Words AVOID ▼ Allow ▼ Permit ▼ Require USE ▼ Offer ▼ Choose ▼ Support

Informed Consent….…….Informed Choice

The Power of Words: Labeling Words to Avoid ▼ Dysfunctional ▼ Non-compliant ▼ Uninvolved ▼ Demanding and difficult ▼ A “no show”

The Words We Use A Brainstorming Exercise

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