personal goodbye Stop typing & attend to patient when emotion arises Demonstrate empathy using Explore the patient’s perspective Dialogue throughout ARIA SAVE using VIEW Assess using open-ended Recognize emotional cues & activities questions respond the moment” “in does it disrupt What the patient “How space to be with the your daily activity?” or knows about patient & their emotion without diagnosis & treatment does it impact “How judgment How much & what your functioning?” Clarify the emotion if needed type of education the Ideas patient desires/needs Recognize emotion evoked in do you think is “What you & refrain from trying to fix Patient treatment wrong?” or reassure preferences Expectations Demonstrate empathy verbally Health literacy are you hoping “What with SAVE: Reflect patient meaning & I can do for you work Support – “Let’s emotion today?” together…” Inform Worries Acknowledge – “This Tailor information to worries you “What has been hard on patient most about it?” you.” Speak slowly & Validate – “Most provide small chunks people would feel the of information at a way you do.” time Emotion naming – Use understandable seem sad.” “You language & visual Demonstrate empathy aids nonverbally doing only that – Assess patient understanding which feels natural & authentic & emotional reaction to the to you information provided © 2013 The Cleveland Clinic Foundation. All Rights Reserved. Materials adapted from the by the American Medical Association with permission from The Cleveland Clinic Foundation. Source: AMA. Practice transformation series: building a patient experience program. 2017.
Stop typing & attend to patient when emotion arises personal goodbye Demonstrate empathy using SAVE Recognize emotional cues & respond “in the moment” space to be with the patient & their emotion without judgment Clarify the emotion if needed Recognize emotion evoked in you & refrain from trying to fix or reassure Demonstrate empathy verbally with SAVE: Support – “Let’s work together…” Acknowledge – “This has been hard on you.” Validate – “Most people would feel the way you do.” Emotion naming – “You seem sad.” Demonstrate empathy nonverbally – doing only that which feels natural & authentic to you Explore the patient’s perspective using VIEW activities “How does it disrupt your daily activity?” or “How does it impact your functioning?” Ideas “What do you think is wrong?” Expectations “What are you hoping I can do for you today?” Worries “What worries you most about it?” Dialogue throughout ARIA Assess using open-ended questions What the patient knows about diagnosis & treatment How much & what type of education the patient desires/needs Patient treatment preferences Health literacy Reflect patient meaning & emotion Inform Tailor information to patient Speak slowly & provide small chunks of information at a time Use understandable language & visual aids Assess patient understanding & emotional reaction to the information provided © 2013 The Cleveland Clinic Foundation. All Rights Reserved. Materials adapted from the by the American Medical Association with permission from The Cleveland Clinic Foundation. Source: AMA. Practice transformation series: building a patient experience program. 2017.
10.1001stepsforward.2017.0041supp7.docx