SIMON: I woke up …
and I looked around. I couldn't …
[noise]
And it was like that for months.
JACQUI: Communication in hospitals is vitally important because it's
people's lives. It's their medications, it's their therapy, it's their
family life, it's everything.
JO: There are some strategies that we can use to maximise our communication
with our patients.
EMMA: If I know that someone's going to have communication difficulties I
often go in there and introduce myself and get their attention.
HIMA: Hi Kristen do you remember me? I'm Dr. Venugopal.
Would you mind if I switch off the telly?
Would you mind if I close the book?
I'm here to talk about the blood test which we did the other day.
MAUREEN: The doctors were very good, very kind, but I felt that perhaps
if they slowed down a little bit with what they were telling me,
I would understand it more.
KRISTEN: When someone says something to me the first time I never could catch it
and so I always have to give them a second time to say that question again.
EMMA: Maureen today I'd like you to make a cup of coffee.
There are a few steps in this process.
I would like you to boil the kettle,
collect a mug,
prepare the coffee, and pour the water in to the mug.
JACQUI: The common mistakes are rushing, introducing too many topics at once,
and not allowing people time to reply.
HIMA: If the patient is silent that does not mean they are okay with it.
It's good for you to wait and give the time for the patient to ask a question
because they may be concerned about the medical situation.
KRISTEN: People used to say to me "come on, hurry up!" You know, when I was
just trying to say something to people.
But see I sort of am just trying to think of what is the best way to say it.
JACQUI: I might use a process of elimination. I'll sort of ask yes/no
questions about what I'm trying to find out.
SIMON: My body language, and my facial, both make a tremendous difference.
JACQUI: Hello Graham, how are you?
GRAHAM: Not bad.
JACQUI: Not bad? You've just had some lunch?
GRAHAM: (unclear) No.
JACQUI: No? You've eaten?
GRAHAM: (unclear) Out there.
JACQUI: Oh out there. You didn't have lunch here today.
Did you have lunch in the café? That would have been nicer.
NICOLE: Some patients will have a communication book.
These can be either written words that they recognise, or perhaps pictures
as well.
NICOLE: Okay Simon, today in physio we're here to set some goals, okay,
mainly about your walking.
Because it's hard for you to communicate, I've brought along some
walking aids today and some pictures here to work out what you'd like to
aim for.
KRISTEN: Sometimes people are like, "was it that?" and I said "no."
"Was it that?" "No."
"Was it that? "Yes!"
EMMA: So if a patient is really trying to get across a message and I'm not
understanding it, I think I would perhaps go to family or to another
person who is working with the patient to problem-solve together about what
this person is trying to get across.
DEB: Yes, that one there…
JACQUI: Hello.
DEB: G'day Jacqui how are you?
JACQUI: Good thanks. I'm glad I caught you.
I was having a chat to Graham this morning and I just want to confirm
with you, does he have an egg allergy?
DEB: Yes, he does.
JACQUI: Okay thanks.
JACQUI: The advice I'd like to give to others is to be sensitive and
respect people as individuals, as they are.
KRISTEN: I want people to see me how I am, not what happened to me,
nothing like that.
GRAHAM: I'm still Graham inside.