Despite the scheduling snafu during the College Football Championship, so many rock star hospitalists, medical students, residents, and guests helped make the first #JHMChat of 2022 incredible! Whether you were lurking (ahem, we see you, Dr. Lauren Mazzurco) or a top tweeter (most of you averaged 9 tweets/person!), it was great to “see” so many people and #myJHMmug pictures online. Our topics centered on trust in healthcare, based on an article from our Trust Series, “The No Judgment Zone: Building Trust Through Trustworthiness.”
Topic 1?? : When engaging your patients on a difficult subject matter (e.g., vaccines), what tactics do you use to build trust? #JHMChat pic.twitter.com/I9Mz2f4jaS
— Journal of Hospital Medicine (@JHospMedicine) January 11, 2022
Dr. Kimberly Manning (@gradydoctor) kicked things off with her master class in communication, with 7 tips on engaging patients. Several people noted that asking about, rather than assuming, what patients are thinking is important. Many emphasized asking questions and active listening, which builds trust. Most of the time, that active listening requires a chair!
Despite the scheduling snafu during the College Football Championship, so many rock star hospitalists, medical students, residents, and guests helped make the first #JHMChat of 2022 incredible! Whether you were lurking (ahem, we see you, Dr. Lauren Mazzurco) or a top tweeter (most of you averaged 9 tweets/person!), it was great to “see” so many people and #myJHMmug pictures online. Our topics centered on trust in healthcare, based on an article from our Trust Series, “The No Judgment Zone: Building Trust Through Trustworthiness.”
Topic 1?? : When engaging your patients on a difficult subject matter (e.g., vaccines), what tactics do you use to build trust? #JHMChat pic.twitter.com/I9Mz2f4jaS
— Journal of Hospital Medicine (@JHospMedicine) January 11, 2022
Dr. Kimberly Manning (@gradydoctor) kicked things off with her master class in communication, with 7 tips on engaging patients. Several people noted that asking about, rather than assuming, what patients are thinking is important. Many emphasized asking questions and active listening, which builds trust. Most of the time, that active listening requires a chair!
A1:
1. Build rapport.
2. See what’s important to them.
3. Get permission.
4. Use living room language.
5. Don’t preach.
6. Listen without judging.
7. More gratitude.#JHMChat— Kimberly D. Manning, MD (@gradydoctor) January 11, 2022
I find that for me, sitting is not just about body language but also helps me be more comfortable & relaxed and so I can more present and focused on my patient #JHMChat
— Blair Golden (@blairgolden) January 11, 2022
Topic 2?? :
What are some difficult topic areas in which you struggle to engage your patients?
How do you overcome them? #JHMChat pic.twitter.com/cLDlQWVtkA
— Journal of Hospital Medicine (@JHospMedicine) January 11, 2022
Another great tip for preparing for conversations from @maryannsciencewriter was to HALT prior to engaging in difficult discussions with your patients: make sure you’re not HUNGRY, ANGRY, LONELY, or TIRED. Dr. Jen Readlynn confirmed that patients can see the stress in our faces. Affirming the patient and acknowledging what is true may open the door to more discussion.
#JHMchat when i’m near melting down I always HALT and ask myself am I hungry? Angry? Lonely? Tired? Hangry? Angrilonely? Tangry? Hmm maybe I need a more nuanced acronym
— Let’s Talk About Text, Baby ? (@maryannscience1) January 11, 2022
I keep wracking up books to read (let’s be honest, listen to) today! Thanks for the tip! It’s true.
A patient once told a nurse that they didn’t like my face and that’s why they didn’t trust me (pre-COVID), and I think all of my stress was showing.#JHMChat
— Jen Readlynn, MD, FHM (she/her) (@jenreadlynn) January 11, 2022
A2:
I also like to affirm where they are. I acknowledge what is true.Me: “I can see how you’d feel that way given what you told me.”
it opens a door for more discussion. #JHMChat
— Kimberly D. Manning, MD (@gradydoctor) January 11, 2022
Topic 3?? :
What techniques do you use to be a good listener for your patients?#JHMChat pic.twitter.com/1Ih7fohnfZ
— Journal of Hospital Medicine (@JHospMedicine) January 11, 2022
Dr. Melissa Plesac stressed that preparation is a HUGE part of successful listening! An intentional pause (not just for effect) allows the patient time and space to finish their thoughts, according to medical student Yichi Zhang. Non-verbal cues signal that you are actually listening, per Dr. Ndidi Unaka.
A3: its so small, but besides just sitting I make sure that the TV is off, the patient has their glasses or hearing aids, is positioned comfortably, etc etc. I think about it like a procedure, preparation is a HUGE part of success #JHMChat
— Melissa Plesac (@MelissaPlesacMD) January 11, 2022
A3: Bring myself down to the same level, always. Before I try to say anything, intentionally pause to give the patient a chance to finish elaborating. Often those 3 seconds allow the patient time to provide a key piece of info that vivids your clinical picture greatly! #JHMChat
— Yichi Zhang (???) (@YichiZTulane) January 11, 2022
A3: I try and make sure my non verbal cues signal that I am actually listening (sit down, stay quiet, put my phone on silent etc.). I also try to repeat back what patients/ families share and acknowledge their point-of view. #JHMChat
— Ndidi Unaka MD, MEd (@NdidiUnaka) January 11, 2022
Topic 4?? :
How do you react when a patient choose a plan that differs from your recommendations?
How might you redefine success in those situations?#JHMChat pic.twitter.com/8T2KuIFhj9
— Journal of Hospital Medicine (@JHospMedicine) January 11, 2022
Even small successes for the patient, team, and doctors can be important. Like Dr. Lanna Felde pointed out, “We made the patient feel heard,” and “The team learned from this” are successes! Leaving the door open to future conversations is important, and Dr. Manning provided a script for us: “Sounds like you’ve thought a lot about this. Feel free to chat with me if anything changes.”
A4: I try to be cognizant of other small successes for my patient, my team and myself. For example
?we made the patient feel heard
?the team learned from this#JHMChat— Lanna Felde (@LannaFelde) January 11, 2022
A4:
I let them know that even though my rec differs, the decision is ultimately theirs. I make sure they understand potential consequences. Then, leave the door open.Me: “Sounds like you’ve thought a lot about this. Feel free to chat with me if anything changes.”#JHMChat
— Kimberly D. Manning, MD (@gradydoctor) January 11, 2022
We were so glad to see Dr. Mazzurco graduate so quickly from lurker to participant! Way to move up on the modified Bloom’s taxonomy for social media! (We know Dr. Manning loves a good Bloom’s taxonomy). We hope this conversation provided you with some new tools to communicate with patients like a pro. See you tweeters and lurkers again soon for our February #JHMChat on Monday, February 22: “EMR Documentation: What Makes a Good Note?”
Leave A Comment