Page 9 - 2020 ARE eGuide for Clinical at Nonhospital Sites

2020 Annual Required Education

Ways to Communicate "I care and I am listening"

Communicating our sensitivity to patient needs and concerns in a consistent manner is key
to helping patients and families have a positive hospital experience.

Communicating care and concern
I am sorry you are not feeling well.
We will take good care of you today.
What can we do to make you more
comfortable?
May I answer any questions to ease
your concerns?
Is there anything else I can help you
with today?

When a patient is upset over
waiting:

I'm sorry your wait is long. Is there Don’t underestimate the power of
anything I can do to make you more personalized communication
comfortable? I appreciate you bringing
the wait to my attention.