As a durable medical equipment provider, our primary focus is the equipment. Not far behind, however, is our focus on making patients comfortable both physically and mentally. Regardless of the circumstances surrounding a hospice patient, providing appropriate body language, tone, and attitude will help hospice nurses, social workers, and caregivers provide better care for the patient and the family. The following guidance is provided to all of our employees and we believe the hospice community can benefit from our point of view.
Body Language
Keeping an open and inviting body posture is important. Not all patients will be willing to talk to someone they have just met. Nevertheless, it is beneficial for you to create an open environment if the patient wishes to open up to you. It is also important for the patient to be part of the conversation and not the subject of it. If the patient is in a chair or bed, sitting or kneeling will make it easier to maintain eye contact and create a more welcoming atmosphere.
Word Choice and Tone
Hospice patients come from many different ethnic and cultural backgrounds and it is crucial to keep that in mind when meeting a patient for the first time. Avoid using slang or informal language that might be perceived as disrespectful.
Also, use a neutral tone when being introduced to the patient and family. Appearing happy or joyful might give the patient the impression you are not taking their situation seriously. An overly somber attitude could add unnecessary grief to a stressful situation. Those tones might be appropriate, but reading the tone established by the patient or family allows you to adapt to their environment, adding to the patient and family’s peace of mind.
Attitude
Regardless of the situation, we are there to serve the hospice patients. The attitude exuded must be one of patience, understanding and, most importantly, honesty. Patience shows you are putting the patient’s needs before your own and allows you to understand their circumstance. Finally, without honesty, you cannot truly care for a patient. A hospice patient will see through any dishonesty and immediately dismiss any sincerity as false.
True and Endless Caring is about being there for the patient, through your body language, word choice, and attitude and all three of these areas help our medical equipment technicians successfully provide service for over 2,500 patients every day.