5 tips for getting information out of your patient...

Have you ever sat down with a stranger and found yourself telling them your entire life history, including that ‘one time when you were a teenager…’? Maybe disclosing a piece of information that you’ve never told another living soul? Or perhaps expressing opinions you normally try to keep under wraps?

The reason this happens is because the person you’re talking to, whether they know it or not, has the most amazing skill of being able to create rapport, listen, empathise and ask just the right questions to unlock the answers. Some people just seem to have this skill, while others need to learn it. For medics, whether you have it or not, it’s developed and fine tuned through hours and hours of patient assessments and consultations where you find out what works and what doesn’t.

  1. When someone wants to talk to you, make it clear that you have time for them. If possible, stop what you’re doing. Close books, put your pen down, shut your laptop lid and turn to face them with your whole body. To them this says that you are focused on them entirely. 
  2. Don’t listen in order to talk. Let’s explain that a little better. When we listen to people, we are often only listening because we are actually waiting to talk. We hear what they are saying and are thinking about a way to relate it to our own lives so we can share that experience in our desire to empathise. But it’s far better to listen quietly and allow them to speak without interruption. Ask questions that explore why they feel the way they do rather than trying to put a name to it. Open questions are great, but closed questions can also help you to get to the point too. Always remember it’s about them, not you!
  3. Tune in to your inner monologue, but don’t say it out loud! Let’s say your patient has a crusty toe that stinks. They really don’t need to hear you say ‘Oh my God, that’s really bad!’. You need to develop the ability to remain outwardly calm so you don’t panic your patient. Remember the Swan act - gliding gracefully on the surface, but paddling like mad underneath! Patients often don’t understand medical terms and their knowledge is all gained from Casualty and Holby City, so they can over react if they think that you think it’s something terrible.
  4. Be non judgemental and accept their choices. The minute someone feels judged they tend to clam up. Remember that we’ve all made some questionable life choices and who’s to say the choices we believe are good actually are. In someone else's eyes, they could be viewed as very poor choices indeed. It can be hard as we all have our unconscious bias working away inside us. Maybe think of it in simple terms - if someone is respectful towards you and needs your help as a medic, that’s where any judgement starts and finishes. They have no choice other than to open up because they need help. Our Paramedic Rachel faces this daily and told us she just tries to maintain a professional approach whatever the job. She regularly deals with people carrying some hideous infections that she could catch, goes into properties where you ‘wipe your feet on the way out’, manages drunks and addicts, copes with patients with very differing views to her own, and treats patients of all ages, backgrounds, races and religions. When treating people in custody, she never asks what they’ve been arrested or imprisoned for as that knowledge could affect her professionalism. Her general rule is, if the patient is respectful and needs help, they’ll probably get on fine!  
  5. Lastly, reassurance is key. Everything your patient tells you is confidential and you need to let them know you’ll do all that you can to help them. However you dish out your reassurance (and remember, like kindness, it’s FREE!), it will make people feel at ease. Use it generously. 
So, story time… obviously!
Our Lead Medical Consultant, Liz was called to an emergency onboard. Back then, she was relatively inexperienced in trauma and the patient had a badly broken ankle. In fact, it was literally hanging on by soft tissue alone and was facing the wrong way. The patient was in a lot of pain, but otherwise relatively calm… until Liz arrived on scene! 

The words “Oh s**t! That looks horrendous. I’ve never seen a foot at that angle before” popped out. The poor patient of course started to panic, believing this meant they were going to have to have their foot amputated! As Liz admits, it wasn’t her finest moment and nowadays her bedside manner is far more refined!

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