ESSENTIAL

ETIQUETTE WHEN
INTERACTING WITH
PATIEN TS AND
FAMILY MEMBERS
 WHY IS COMMUNCATION IS
?IMPORTANT IN NURSING
good communication in healthcare means 
approaching every patient interaction with
the intention to understand the patient’s
concerns, experiences, and opinions. This
includes using verbal and nonverbal
communication skills, along with active
.listening and patient teach-back techniques
 Always
Smile when interacting with Patients, the Public and
.Family Members
introduce yourself by name, especially when on the phone.
For example: Good Morning, my name is...how may I help
?you today
.Speak to the patient/family member in a low tone of voice
Ask the patient how thay would like to be called. Do not
“use names such as "baba, omii, kala
Help the patient to their destination if they appear to be
lost. I
 Always

If you can't understand the patient because of a

.language barrier, get help from a translator
Allow patients and visitors to use the elevators,
.even if you must wait for the next available
Put your mobile phone away when interacting
with a patient, a member of the public or
family members
 if the Patient/ Public/ Family Member
Expresses Concern or Dissatisfaction
Offer reassurance and show genuine concern and empathy
Listen to the patient's complaint without interrupting; do not dismiss
.their Concern
Agree with the patient that a problem exists. Do not disagree, defend or
argue
Apologize for the problem and assure the patient that you will work to
.solve the problem as soon as possible
.Keep the patient informed of the problem's solution
Try to resolve the problem. If you cannot, escalate to your line manager
.
In case of service delay

.Proactively inform the patient about the delay

Apologize, explain the reason for the delay, estimate
how much longer the wait will be, and thank the
.patient/family for their patience
If you can't understand the patient because of a
.language barrier, get help from a translator
We need to reminded ourselves and our colleagues of our profession’s
core values that our attitude does matter. Our attitude matters to our
coworkers, our healthcare organizations, our patients and to
.ourselves

CONCLUSION