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Have you ever wondered how some nurses seem to hit it off with their patients right away? It’s like they always know what to say and do. If so, you’ll want to read these tips on how to start off right and build trust quickly with patients.
Honestly, I’ve always been amazed at how some nurses know exactly what to say when they walk into a patient’s room. It may be your preceptor or co-worker. For me, it was the charge nurse on my oncology unit.
Seriously, patients, families, nurses, and management loved her!
Moreover, everyone respected her. (Especially the docs!)
One thing I noticed, is she always knew when to add a touch of humor to a scary or tough situation. And most of all, she kept her word!
So, let’s dig into why building trust is so important in hospice (and any nursing setting).
Top 3 Reasons to Build Trust Quickly
Reason #1 Short length of stay on hospice
As a hospice nurse, your time with your patients may be limited. Perhaps, you are called out to a PRN visit or death visit, and it’s the first time you are meeting the patient and family.
To begin, if this type of scenario leaves you feeling anxious and fearful, you are NOT alone.
Even after years of hospice experience, I still get a little nervous when I’m meeting the family of a dying patient for the first time.
Sometimes you only have a short amount of time to build trust with your patient.
According to NHPCO reports, around 28% of patients are on hospice for under one week.
SMH! This still breaks my heart every time I write it or hear it!
As a result, you won’t always get to spend quality time with your patients. So for this reason, it’s critical you learn how to communicate and show compassion quickly.
Reason #2 Emotions and feelings can run high
Given how hospice works, you might be meeting the family for the first time at a death visit. This can be overwhelming as emotions tend to be high.
Also, you could find yourself as the target of frustrations and anger that is not necessarily about you.
Reason #3 Increased compliance and decreased skepticism
Let’s face it, not everyone is a fan of hospice. In fact, I can’t tell you the number of times, I’ve had someone swear that giving their loved one morphine is going to kill them.
And if you’re honest, it is hard to get families to go along with the care that is needed for their loved ones if they don’t trust you.
The Art of Building Trust Quickly
What I’ve learned over the years, is building trust with patients is an art that takes practice and genuine empathy.
While this might come naturally to some people, that’s not always the case.
If you are like the rest of us, you will need to practice.
It’s like the saying goes, “practice makes perfect.”
So, where do you start?
First, you should start by having a couple of phrases that you are comfortable with and use them on a routine basis.
Secondly, be observant and pay attention to pictures, trinkets, or other items in the patient’s home. Do they have a pet?
Consider, most people have little clues everywhere that can help you build trust and start conversations.
Sure, this sounds basic, but you’d be surprised how well this works. It’s the small things that help get you in the moment and focused on the patient.
Thirdly, another great way to build trust is to take a seat. You don’t want to seem rushed. Remember, when you slow down, the patient and family are more likely to feel you have time for them.
Also, don’t just jump right in with your assessment.
Look your patient in the eye and ask them how they are doing. This also applies to the family or caregivers as well.
I can recall a patient that I took care of once who was always tough on the night shift staff. They would refuse vitals, meds, and everything in between.
I used to think the night shift nurses were giving report on the wrong patient because the patient and I had a great rapport.
One morning I asked the patient why they didn’t let the night shift team take their blood sugar. To my surprise, the patient said, “because they never asked me if it was ok.”
“They never sit and talk to me, they just come in and want to stick me and I don’t want them touching me if they can’t even talk to me.”
So, before you bite my head off, hear me out. Even though I’m sure the nurses were talking to the patient, the patient’s perception was that the nurses didn’t care.
Now, back to the point.
It’s possible that if you take a seat and talk to the patient, they might cut you some slack!
Yep, there is an art to communicating with patients and families at the end of life.
Perhaps you are already great at this. But if not, I suggest you give it a try.
Effective Tips to Build Trust Quickly
TIP #1 Take Actions During the Visit
Honestly, this is one of the things expert hospice nurses know. Yep, if you want to up your hospice game then I suggest you give this one try.
It’s quite simple! If your patient needs medication refills, call the pharmacy in front of them. This will instill confidence that you are taking care of their loved one. It can also decrease their anxiety and help build trust.
Additionally, you can use this tip for just about any need. For instance, you can call the doctor, order DME, or even order supplies.
Tip #2 Keep Your Word
Nothing breaks down trust faster than failing to keep your word. For example, if you say that you will order supplies, do it! If you forget, you will have a hard time the next time you say you will do something.
When you tell a patient that you will arrive at a certain time, get there at that time. That being said, I’m also a realist and know this isn’t always possible.
So, if you are going to be late, call and let the patient/family know.
EXPERT TIP: Don’t promise to be present at the time of death if you can’t 100% guarantee it!
Unfortunately, this is a common mistake that many hospice nurses make.
TIP #3 Sit Down and Listen
Personally, I feel like this is a no-brainer. It might be tempting to share information about your day with your patients. However, the truth is they don’t need to know how busy you are. Focus on them and give them your undivided attention.
Whether you work inpatient hospice or home hospice, this one applies. Take time to get in the moment. Hospice work is a gift so don’t trivialize it with your matters.
Also, it’s my opinion that listening is one of the best ways to build trust quickly.
TIP #4 Ask What Matters Most to Them
Honestly, this is my favorite question to ask my patient. Think about it, so many of their moments are planned for them. They lose control of what they eat, where they go, what they wear.
As a nurse, you have tasks to complete. Additionally, everyone on the hospice IDG has a plan and goals to accomplish when they see the patient.
So, what could be more thoughtful to the patient than asking “what’s most important to you today?
CHALLENGE- The next time you see your patient, ask them what’s most important to them and make it happen (if you can)!
Summary
So, let’s wrap it up!
Building trust with your hospice patient is important. When time is limited and the stakes are high, you should always put the patient first.
This can help with increasing compliance and satisfaction. It can also decrease fear and skepticism.
Tips to build trust quickly
- Take actions during the visit
- Keep your word
- Sit down and listen
- Ask them what matters most to them
Suggested Article: Hospice Nursing: What You Need to Know BEFORE You Make the Leap