At times, nurses may find themselves in tense situations with patients or coworkers. Emotions are likely to run high among patients, their family members and even colleagues, not to mention that certain illnesses and medications can cause patients to be more aggressive. Despite these challenges, nurses must remain calm and keep the lines of communication open during such encounters.
Why Does Communication Matter?
While the clinical duties of nursing are an essential and necessary function, communication is instrumental as well. In a healthcare system that focuses on patient-centered care, the ability to form a level of trust with the patient — typically via effective communication — is key. This foundation allows nurses to develop rapport with the patient and more easily relay information while also proving beneficial in easing patient anxieties and defusing tense situations.
Patients are usually more willing to cooperate and receive information from a nurse they trust. A study published in the March 2015 issue of Health Affairs found that taking steps to further engage patients — for example, through deeper communication and the resulting formation of trust — led to improved health outcomes, healthier behaviors, and lower costs of care. Patients’ perception of care may also be influenced by the quality of communication with their healthcare providers.
Focusing on improving communication may minimize the number of violent outbursts that occur as well, especially when such large numbers of nurses experience abuse. According to a 2013 study published in the Journal of Emergency Nursing, 76 percent of nurses experienced verbal abuse by patients and nearly 30 percent were verbally abused by visitors. Physical abuse was reported by more than half of nurses. Nurses also sometimes experience bullying from other nurses. One report from 2011 found that 13 percent of nurses had experience some sort of bullying in the previous six months.
Communication Tips
You will likely learn specific strategies that are helpful in coping with difficult situations during the Registered Nurse to Bachelor of Science in Nursing (RN to BSN) program. However, here are some additional tips to maintain communication during tense situations and why communication is critical to the nurse-patient relationship.
Take Note of Personalities
Each patient will have a unique personality, speech pattern and mannerism. While some will be quiet and reserved, others may naturally be animated and lively. The same goes for any of the patient’s friends or family members who may be there. When first evaluating the patient, take note of these characteristics. Paying close attention at the beginning can help you determine if this is their natural demeanor or if the situation is likely to take a turn for the worse.
Hear the Patient Out
Patients need to know that their feelings and wishes are heard. Sometimes simply letting the patient share their feelings can offer the shortest path to relieving a stressful situation.
Remove Distractions
Distractions can come in many forms. Family members, friends and even other patients can negatively affect an already-tense situation, undermining your efforts to keep things calm and communicate with the patient. Do not hesitate to remove these individuals from the room. Ideally, they will leave upon a firm request, but calling security may become necessary.
Call in Backup
If you cannot get a tense situation under control, call for backup. Sometimes just stepping back from the situation and letting a coworker step in can afford you a chance to reboot, breathe and gather your thoughts. Depending on the facility where you work, there may be social workers or patient advocates who can offer a different approach to which the patient may be more receptive. Use these resources, if available, to prevent further escalation.
Talking It Through
Due to the constant interactions with patients, staff and others members of the public, nurses should be prepared for tense or emotional situations at all times. Nurses must be able to de-escalate these situations and maintain communication with all involved through a planned narrative.
Nurses can practice and sharpen their communication skills through the UTA online RN to BSN program.
Sources:
Health Affairs: When Patient Activation Levels Change, Health Outcomes and Costs Change, Too
Institute for Healthcare Communication: Impact of Communication in Healthcare
