Positive Language

Using positive language will help you gain the patient's trust and build a good nurse-patient
relationship. It will also help you reassure or persuade a patient to follow your advice.

• That's a good question John, and I will explain it to you now.

• I'm glad you asked and let me explain the treatment procedure.
• The staff here are very experienced and will take good care of your daughter.
• The nurses here are very experienced with looking after children and they will make
sure your daughter is comfortable.
• I have many patients who have taken this medication with good results.
• The surgeons at this hospital are very experienced with this procedure so you do not
need to worry too much. They will take good care of you.
• I know it sounds difficult at first, but with practice I am sure you will be able to
administer the medication by yourself.
• Many of my patients have attended the quit smoking program and as a result have
been able to quit smoking successfully. I am sure it can help you as well.
• After your shower, you will feel much better.
 Responding to a Patient

Listening is a key component of the medical interview and it is important to listen attentively to
what the patient says, as this is of more importance than what is written in your role-play card.
Careful listening will help you to improve your communication skills by allowing you to respond
appropriately, and show empathy and concern for the patient's condition or situation. Here are
some example responses.

• Now, I understand how you feel…...you are worried about returning home and
whether you can manage, but let me reassure, we can provide good quality home care
and there are a range of professional services available. Would you like me to tell you
more about that?
• Well, you mentioned that you have had this condition for a few years, could you tell me
about the mediation you have been taking?
• Now, as you said, the wound is causing you pain. That is why I recommend you visit
our out-patient clinic as soon as possible.
• I am very sorry to hear that. Would you mind if I ask you a few further questions
regarding this situation?
• Do you have any other difficulties?
• Is there anything else that is bothering you?
• Apart from chest pain, what other symptoms have you experienced?
• I see, that must be a very difficult situation for you. But the good news is, that there
several options available which will help you. Would you like to hear more about that?
• I can see that you are worried, but try not be too concerned as this condition can be
managed with medication and rest.
• I totally understand how you might feel, but let me reassure you, this condition is not
as serious as you might think.