Educating Patients: Creating Teaching Moments in Practice
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noise levels if possible. The temperature of the room is also important, as people who are too hot or too cold may not be able to fully concentrate (Stans et al., 2017). Studies have shown that patients and families have expectations for informa- tion sharing. Plain language should be used, and the information given should be timely, correct, complete, and appli- cable to the current situation (Institute for Patient- and Family-Centered Care, n.d.). It is important that the healthcare profes- sional not overcomplicate information. Plain or common language means talking and providing information in a way that most people understand, rather than us- ing technical jargon or other colloquial- isms, abbreviations, or complex verbiage associated with higher levels of education (CDC, 2022a). EVIDENCE-BASED PRACTICE Although the average person in the U.S. may read at an eighth-grade lev- el, there are many who can only read at a fifth-grade level or below. Around 20% of people in the U.S. are consid- ered illiterate, and 30% are marginally literate. This may also equate to the language used verbally, which is why plain language is important (CDC, 2022b). First impressions and developing rapport First impressions are important when working to develop rapport with patients and families. There are many compo- nents that are required each time health- care professionals interact with patients. Preparation before interactions assists in recharging to focus on the patient and
be present in interactions. Immediate ac- knowledgment of the patient and others (such as family) is essential. An approach that is warm and open, courteous, atten- tive, and mindful can also assist in devel- oping trust and rapport. Introductions should be made immediately after ac- knowledgement. Asking how the patient would like to be addressed is also import- ant, which aligns with respect and confi - dence (Maryniak, 2019; National Health - care Communication Programme, n.d.; Wirth, 2017). Nonverbal communications should also be considered. Maintaining eye contact and upholding focus show attentiveness and presence in the moment. Appropriate space should be given so there is comfort during the conversation. Personal space is generally two feet apart but still close enough for the healthcare professional to show caring. Healthcare professionals must have awareness of facial expres- sions. A warm facial expression, such as a genuine smile, can make patients feel at ease. However, facial expressions must also be appropriate. If the patient shares fear or sadness, the healthcare profes- sional’s expression must match the mood of the conversation. Open body language can influence the effectiveness of commu - nication. It is important to also sit at the same level as the patient. Body language should be relaxed and leaning toward the person who is speaking. This demon- strates interest and that the discussion is not rushed. Linguistic cues are needed, such as a warm tone and slow pace. Ther- apeutic touch can demonstrate empathy and caring when used appropriately. This may include a gentle touch if a patient becomes upset, unless the patient refuses (AHRQ, 2020b; Maryniak, 2019; National
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