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

2. The Power of Words

3. A Family Member’s Perspective

4. Doctor—Birmingham

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

6. 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.”

7. Use of Language in Communicating Clinical Information

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

9. 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

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

11. Informed Consent….…….Informed Choice

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

13. The Words We Use A Brainstorming Exercise