3 Steps to Connecting with Patients

Distractions abound on every nursing shift. Nurses are constantly pushed and pulled in every direction with numerous interruptions. Call lights, doctors’ questions, new orders, phone calls, colleagues needing help, patient family members… the list is endless. And every once in awhile, we get a moment -- maybe a magical moment? -- to connect with our patients. Really connect. But do we have the energy? Or even remember how? Here are three steps to connecting with patients. Nurses Announcements Archive Article Video

3 Steps to Connecting with Patients

Distractions abound on every nursing shift. Nurses are constantly pushed and pulled in every direction with numerous interruptions. Call lights, doctors' questions, new orders, phone calls, colleagues needing help, patient family members... the list is endless. And every once in awhile, we get a moment -- maybe a magical moment? -- to connect with our patients. Really connect. But do we have the energy? Or even remember how?

Given the swirl of activity in direct patient care, it is easy to miss the moments when a patient wants or needs a deeper connection to their caregiver. Signs, unless overt, are often overlooked when we've got our minds on everything going on both inside and outside the patient's room. If nurses can slow their minds down in the moment when they approach a patient for the first time, and remember connection first, questions second, we have a greater chance of making that deeper connection to a patient. This practice not only builds trust between the patient and nurse, it also works to reduce on-the-job stress for nurses who think they have little time for patients because of all the required behind-the-scenes work.

One Deep Breath

One nurse I know closes her eyes for a brief second and takes a deep breath before

entering a patient's room for the first time. Working on a critical care unit, she says it helps prepare her for the care this patient population demands. The one deep breath practice is a great tool to center yourself before any situation that requires you to be fully focused and allows you that moment to connect with yourself before trying to connect with another person.

Eye Contact

This seems a rather simplistic tip to creating a connection, but people -- not just patients -- feel honored when you look them in the eyes when you first meet. Nurses should introduce themselves when meeting a patient for the first time and look the patient in the eyes when doing so. How many of us walk into a room, glance at the patient, say our names and then begin writing on the dry erase board with our backs to the patient as we launch into our litany of questions? How many can raise our hands to that one? No judgment here. My hand is in the air as well. Would you want any meeting with anyone caring for you to start this way? Think of going to a new doctor or even sitting in a bank manager's office for the first time. Would you feel confident that the person was going to have your best interests at heart, if this was your first impression of them? Your discomfort might be abated in the next few minutes, but already the seed of doubt is planted. It will be easier to find fault with the care, and you will repeat your first impression to others should anything go wrong. It doesn't take 30 seconds to walk over to a patient's bedside, look them in the eyes, and introduce yourself before starting that writing.

Empathy

Laying a trusting foundation makes segueing into the last step of connection building so much easier. We can demonstrate empathy through our common experiences, knowledge, humor, and even shared interests. Empathy not only strengthens the bond between patient and caregiver, it also improves outcomes for the patient. Some may lament it's all about the Press Ganey scores. Well, yes, that's part of it, but focusing on the patient and building that connection makes caregiving a better experience for both patient and nurse.

One nurse I knew said she preferred working nights even though it wreaked havoc on her melatonin levels because she had more time to make a connection to her patients. She said she heard more "stories" on the night shift than she ever had time for on dayshift and that building that connection, she felt, kept patients off their call lights and built assurances that she'd be back to check on them. This is not to say that it is not possible to build a connection on any other shift, it is simply what worked for her.

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ElizabethScala1

About ElizabethScala1, BSN, MSN

As a keynote speaker, bestselling author and Nurse's Week program host, Elizabeth partners with hospitals, organizations, associations, and nursing groups to help transform the field of nursing from the inside out. In her bestselling book, ‘Nursing from Within‘, Elizabeth supports nurses to make those inner shifts that are required to more fully enjoy our nursing careers.

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Specializes in retired LTC.

SIT DOWN!!!!!!!!!!!!!!!!!

Simple, right? I found that when I needed to do check-off assessment paper-work (esp admission documents), I could do a better job putting the pt at ease and thus, get better information if I just pulled a chair up. I was usually more thorough and the pt was more informative. And it would give the pt the impression that he had my full attention. I would also partially close the door - cut down on ambient noise! Another benefit for me was that it gave me a moment of respite from all the craziness.

On the other hand, if I had to move along, I would stand.

Off the topic - I found that sitting down also forces one to focus better on some tasks like starting a difficult IVs. The problem is usually that one is in a 'big hurry' to get that IV going, so it would blow. If I took my time, I'd have much better success.

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Specializes in ED, Tele, MedSurg, ADN, Outpatient, LTC, Peds.

I like to quickly scan their last encounter especially if it is on EMR and ask them questions like "how is that leg now". That promotes a continuity of care feeling in the patient. I also smile, look them in the eye briefly and thank them if they have been waiting a long time patiently.

My usual line, "Thank you for being a patient patient!" Always get a smile with that one!

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Specializes in retired LTC.
spotangel said:

My usual line, "Thank you for being a patient patient!" Always get a smile with that one!

Nice approach!!!

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Specializes in psychiatry, community health, wellness.
amoLucia said:
SIT DOWN!!!!!!!!!!!!!!!!!

Simple, right? I found that when I needed to do check-off assessment paper-work (esp admission documents), I could do a better job putting the pt at ease and thus, get better information if I just pulled a chair up. I was usually more thorough and the pt was more informative. And it would give the pt the impression that he had my full attention. I would also partially close the door - cut down on ambient noise! Another benefit for me was that it gave me a moment of respite from all the craziness.

On the other hand, if I had to move along, I would stand.

Off the topic - I found that sitting down also forces one to focus better on some tasks like starting a difficult IVs. The problem is usually that one is in a 'big hurry' to get that IV going, so it would blow. If I took my time, I'd have much better success.

Great to hear this! Thanks for sharing your specific examples with us. I especially enjoyed the IV start. That is SO TRUE! When we focus on one thing and do not let ourselves become distracted by what is next- we are more likely to get it done (and done right) the first time!!

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Specializes in psychiatry, community health, wellness.
spotangel said:
I like to quickly scan their last encounter especially if it is on EMR and ask them questions like "how is that leg now". That promotes a continuity of care feeling in the patient. I also smile, look them in the eye briefly and thank them if they have been waiting a long time patiently.

My usual line, "Thank you for being a patient patient!" Always get a smile with that one!

Asking the patient a question that is related to recent history is a great idea. Thank you for sharing that with us here!!

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