It’s not hard to imagine the anxiety patients experience when being looked after by a nurse covered head-to-toe in PPE. But what is most overlooked, is the effect this confronting but necessary equipment has on the way nurses communicate with their patients. Communicating with patients already comes with its challenges and PPE has become yet another barrier. It’s easy to say that what you know now about effective communication may not translate the same way through a mask. Here we provide you with a guide on how to better communicate with your patients when wearing PPE. While we cannot tell you exactly what to say, we can help highlight certain skills and offer a series of useful phrases to support you.
Ways to Improve Communication and the Patient Experience
A simple way to quickly create a human connection is to display your name so the patient can read it. This can be done by physically writing it on the band of your face shield or on your PPE gown. Upon introducing yourself, point to your name so the patient can make a connection between your name, voice and mannerisms. You could get creative and attach a laminated photo of yourself to your gown as well.
Utilise phrases such as, “I know I appear intimidating, dressed in all this gear, but try to ignore that and know I am here to help you.” Speak slower and use a louder voice when necessary but be mindful of your tone. Elderly patients, in particular, may be hard of hearing and struggle to understand without the help of reading your lips. If needed, use a notepad to outline what you are saying.
Listen to concerns and questions carefully. Try not to appear rushed despite competing demands and ask questions such as “did you understand what I’ve said?” or “In your own words, can you tell me what you think is going to happen next?” If confusion remains, phrase it in a different way.
Consider the non-verbal cues you demonstrate in your daily practice. Make eye contact where possible, use your hands to help the patient understand instructions and face the patient when speaking. In regard to touch, ask the patient to point to themselves and where they are experiencing pain as well as use your own body to demonstrate. Try and sit/stand at eye level were possible rather than hovering above the bedside and importantly, pay attention to patients with their eyes closed, this may be their coping mechanism when in distress
Develop consistent gestures and consider using printed signs where possible to relay commonly requested items/issues;
Can your colleague hear you through your PPE? Testing allows the team to make necessary adjustments to the PPE and environment to enhance communication before entering a patient's room. Work with your team to develop a strategy where risk is minimised but the patient still feels supported.
Ipads, tablets and other similar devices can not only help nurses relay important health information, but they can also support patients to stay connected with their families. Using pre-recorded video/phone call messaging from family can help them to stay connected so consider involving the family where possible. From a staff perspective, consider using wireless headsets to communicate with other staff to reduce ambient noises.
Times are tough and while PPE is uncomfortable, hot and it’s often hard to articulate your message, please know you are doing an absolutely outstanding job. If you require additional support, please get in contact with VNS on (03) 9898 7000. The Victorian Government have also published some excellent resources below which we recommend you check out.
Further Resources:
Help and support for healthcare workers: https://www.health.vic.gov.au/covid-19/help-and-support-for-healthcare-workers-covid-19