Researchers are advising healthcare professionals (HCPs) to include “compassionate communication” when communicating with seriously ill patients and their family.
This new paper highlights “never words” (words that should not be used whatsoever), ways for HCPs to identify other “never words”, and suggested alternative wording.
Despite the progress made in treating serious illnesses, the researchers emphasised that “timeless” aspects, such as fear, remain as part of the patient experience.
The nature of conversations with seriously ill patients can lead HCPs to use language that could scare the patient and their family.
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According to the researchers: “Communicating the nature, purpose and intended duration of often complex treatments, and setting realistic expectations about what they offer still comes up against timeless patient experiences: fear, intense emotions, lack of medical expertise, and the sometimes unrealistic hope for cure.”
Lead author Dr Leonard Berry, Professor of Marketing at Mays Business School, Texas A&M University, and senior fellow at the Institute for Healthcare Improvement, added: “Because seriously ill patients and their families are understandably frightened, they ‘hang’ on every word their doctor will say.
“Serious illness is not only a matter of physical suffering, but also emotional suffering. The doctor’s behaviour, including their verbal and nonverbal communication, can exacerbate or reduce emotional suffering.”
Berry explained that HCPs often use insensitive language without realising when explaining important information.
Patients and their family should feel confident and safe when communicating with HCPs, so the researchers have highlighted a number of “never words” to avoid using as they could negatively impact how patients and their family feel, communicate and make decisions.
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The researchers explained: “Never-words are conversation stoppers. They seize power from the very patients whose own voices are essential to making optimal decisions about their medical care.”
The identified “never words” include:
- There is nothing else we can do.
- She will not get better.
- Withdrawing care.
- Circling the drain.
- Do you want us to do everything?
- Fight or battle.
- I don’t know why you waited so long to come in.
- What were your other doctors doing/thinking?
For each of these “never words”, the research paper details alternatives and the reason why the alternatives are better.
Berry suggests using phrases that encourage patients to speak their mind. He explained: “Something as simple as, ‘What questions do you have for me?’ rather than, ‘Do you have any questions?’ invites candid conversation.”
Read the full study in Mayo Clinic Proceedings.
