1. Communicating with Your Health Care Provider Sister Michelle Humke, CSJ, LMFT (520) 628-7871 smichelleh@ccs-soaz.org

2. Identify barriers and facilitators to helpful communication Provide communication tools Provide tools for ensuring understanding

3.  Improved medical care ◦ Provider has greater clarity about patient’s needs ◦ Patient understands better how to follow treatment plan  Reduced fear and stress for the patient

4. Barriers  Patient ◦ Strong emotions ◦ Lack of medical knowledge ◦ Lack of familiarity with medical system  Medical Provider ◦ Lack of time ◦ Accustomed to medical jargon

5.  Get emotional support - Cannot expect provider to have the time for that type of listening ◦ Talk with a trusted friend or family member ◦ Talk with a professional, such as a counselor and/or minister ◦ Participate in a support group ◦ Write about your feelings

6.  Identify a companion ◦ To provide emotional support ◦ To help remember  Fear/Anxiety can cause memory problems  Companion can remember what you want to say  Companion can remember what the provider says ◦ To help identify important questions during the conversation ◦ To help with translation, if English is difficult

7.  Learn how provider’s office works ◦ Who can answer questions ◦ How to speak with provider ◦ How to deal with emergencies

8.  Have documentation available ◦ Personal information ◦ Emergency contact information ◦ Medical history (including past negative reactions) ◦ List of current medications ◦ Advanced directives and other legal information

9. Converse with companion ◦ What are current symptoms? ◦ What questions do you have? ◦ Make a list of what needs to be discussed with provider ◦ After appointment discuss what happened

10.  Use a notebook and possibly a tape recorder ◦ Keep a record of anything related to health concerns ◦ Make a list of questions for provider ◦ Take notes during appointments ◦ Use tape recorder during appointments, if more helpful

11.  Be present in the moment ◦ Fear and anxiety can affect concentration ◦ Breathe deeply ◦ Make eye contact ◦ Establish rapport ◦ Maintain a strong sense of self ◦ Use self-affirmations

12. Self Affirmations ◦ I’m the only one who can really talk about my own experience. ◦ It’s OK to ask for what I need. ◦ I’m not expected to understand technical words ◦ I have a right to ask questions.

13. Exercise - Be Present in the Moment ◦ Sit up straight in chair ◦ Rest feet on floor and feel connection to earth ◦ Breathe deeply and slowly ◦ Focus on where you are now, noticing sounds, smells, colors ◦ Feel your inner strength and be present in the moment

14.  Actively participate ◦ Be prepared – “Facilitating the Communication” ◦ Clearly state symptoms and other relevant information ◦ Listen actively ◦ Communicate assertively ◦ Ask questions ◦ At end summarize the important points

15. ◦ Clearly state symptoms and other relevant information  Avoid opinions  Use facts  Give examples

16. ◦ Listen actively  Be completely attentive  Take notes  Repeat back what you heard “I want to check if I understood. You said...”

17. Communicate Assertively ◦ Express self without violating others Aggressive Assertive Passive My needs Openly express Others’ needs before others’ my needs before my needs needs

18. Communicate Assertively ◦ State difficulties and concerns using I-messages  Begin sentence with “I”  Follow with an expression of the emotion you’re experiencing, such as “I’m afraid that” or “I’m concerned that”  Conclude sentence with an objective statement of the concern, such as “my hair will fall out” or “I will be in a lot of pain”

19. ◦ Ask questions  Do not be afraid of “stupid” questions  Ask that provider use non-technical words  Continue asking questions until you clearly understand ◦ At end summarize the important points, including  What you need to do to care for your health  When you need another appointment with this provider and/or with any other medical providers

20. Demonstration Role Play ◦ 1 st Time  A – Provider  B – Patient ◦ 2 nd Time  A – Patient  B - Provider

21. You and your medical provider have the same goal – helping you be as healthy as possible To work with your provider toward that goal, you need to ◦ Prepare for your appointments ◦ Communicate well during your appointments ◦ Follow up as needed after your appointments An important part of working with your provider is also expressing your appreciation to him or her at the end of each appointment

22. National Family Caregiver Association ◦ Although directed toward caregivers, much of the information is also useful for the patient ◦ Website is www.nfcacares.org