BetterBedside Manners

By Richard Huff

That awkward moment

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Pop quiz

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The biggest problem?

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It’s too easy to think of them as calls or illnesses, not people@richmhuff

It takes work to develop good bedside manners

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•We’re not…..

Make the patient feel like there is no one in the world

more important than they are at that very minute -

They are your #1 priority@richmhuff

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Formal names, talk like people, not EMS robots

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If you use the word “distal” in a conversation with the patient, you should be forced to turn in

your badge.

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Behave as if your mother is watching

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Voice, tone, posture, position

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Sympathy Is having pity or sorrow in reaction to the distress of another person

Empathy Is the understanding for what they’re going through

CompassionIs being conscious of their distress and doing something about it

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•E - eye contact•M - muscles of facial expression•P - posture - conveys connection•A - affect - expressed emotions•T - tone of voice •H - hearing the whole person•Y - your response

•Dr. Helen Riess

• Where do we go wrong?

• We try to relate: “When I cut my hand….Or when my father died...”

• Instead: “I understand this is uncomfortable and we’re working to help.”

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Avoid sharing your personal feelings or thoughts about

the situation

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Don’t judge!

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DISTRACTIONColorsCartoonsAnimalsToys

Humor where appropriate and the appropriate humor

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“How am I doin’?” – Ed Koch, former NYC Mayor

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We plan for everything, put a plan together to boost bedside manners

Commitment

• Commit to change• Accept that bedside

manners are important• Use a team approach• Highlight good work• Discuss how to make the

experience better

• Bring in help if needed –Colleges, Senior Centers, Kids

• Create a survey and ask people how you’re doing

• Look the part• Show respect – 5 minutes

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Make having good bedside manners just as important as taking

blood pressures

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• @Richmhuff –Twitter/Instagram

• RichardMHuff on Facebook

• Richardmhuff@gmail.com

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