Académique Documents
Professionnel Documents
Culture Documents
Patients
Patient Outcomes Patients more likely to respond well to their treatment plan
fewer complications
Informed Consent Patients feel youve provided the information they need
Satisfaction and referrals Patients more likely to stay with your practice and refer
other patients
Utilization More effective use of medical services fewer unnecessary phone calls
and visits.
Knowledge
Knowledgeand
and
Attitude
AttitudeChanges
Changes
Patient
Patient
Education
Education
Print
Print
Verbal
Verbal
Multimedia
Multimedia
Combination
Combination
Increased
Increasedunderstanding
understanding
Increased
confidence
Increased confidence
Increased
Increasedsatisfaction
satisfaction
Improved
emotional
Improved emotionalstate
state
Behavior
BehaviorChanges
Changes
Health
Healthservices
servicesutilization
utilization
Compliance
Compliance
Lifestyle
Lifestyle
Self-care
Self-care
Health
HealthStatus
Status
Physical
Physicalhealth
health
Well-being
Well-being
Symptoms
Symptoms
Complications
Complications
Costs
Costs
Length
Lengthofofstay
stay
Utilization
Utilization
Provider
Providerimage
image
Regulatory
Regulatory
compliance
compliance
Time is limited
Avoiding Assumptions
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Establishing Rapport
Answers should uncover core beliefs Ask specific questions - ask to discover what
motivates your patient:
Asking open-ended questions Increases the information you get and decreases the
number of questions you need to ask.
Closed
Open
+ Motivation Patients are motivated when they learn how their lives could improve.
Focus on the benefits of education.
+ Attitude Denial, Fear, Anger, Anxiety all could be barriers to education. Patient
must know that he or she will make gains by learning new skills.
+ Outlook A patients beliefs about their situation could effect education. Let them
know that learning new skills can help them feel better or slow disease progression.
+ Patient support is a cultural issue. Family could be anybody the patient designates.
+ When possible, let your patient designate a person to receive info from the team.
+ The patients support should be trusted and able to carry out tasks.
+ Look for the following when the patients support is present:
Does the patient . . .
Look back on the info you have gathered and determine if you are ready
to move on to the next phase
Skills:
What health-promoting skills does
the patient possess?
What skills will the patient need to
develop?
Behavior:
What barriers to change is the
patient showing?
What barriers do the patients
support people have?
Thinking Realistically
Effective Plan
Patient Needs
Bridge
Patient Concerns
Below are some simple examples of ways in which someone might decide to bridge the gap
between needs and concerns.
Patient Needs
Patient Concerns
Bridge
Exercising hurts
Chemotherapy is required
Finding Resources
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+ Clinical pathways that your facility already uses can work as effective plans.
+ Disease-specific or voluntary organizations may provide materials.
+ Experienced colleagues can be useful resources in helping you come up with a plan.
Make sure the plan contains the information that your patient both needs and wants to know
discuss with your patient and support people
Skills:
How will the plan develop the lifeenhancing or essential skills your
patient needs?
Behavior:
How will the plan influence or even
change your patients behavior?
Assess continually
Thinking Small
+ Small steps are better than none take small steps toward achieving a goal
+ Avoid overloading the patient with information
+ Accept whatever number of steps the patient is willing to accept, and always offer
the opportunity to learn more at a later time.
Use visuals
+ Drawings, visuals, illustrations can reinforce key concepts
+ Some people learn visually
+ Illustrations boost comprehension
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+ Open and flip through the booklet or brochure with the patient
+ Write in any notes of your own
Check a Patients Understanding
+ Suggest bringing in a support person to show the materials to also and to hear
your instructions
Build on Success
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Breaking Through Barriers Here are some examples of barriers you may encounter, along
with some ways to work through them
Barrier
Behavior
Implementation
Patient is distracted,
disinterested, hostile, or doesnt
believe theres a problem.
Physical Pain
Acute Illness
Learning disability
Skills:
What new skills has your patient
learned to improve the quality of his or
her life? Where will he or she seek
assistance when ready to learn more?
Behavior:
What elements of your patients
behavior promote healthy habits?
Which behaviors could be improved
later?
Core Measures
Smoking Cessation
Heart Failure
Heart Attack
Pneumonia
Pregnancy
Stroke
Pediatric Asthma
Mental Health
Influenza
Risk Factors
http://www.jointcommission.org/performanc
e_measurement.aspx
+ TJC surveyors want to see whether you understand the patient education
process.
+ TJC wants to see documentation, and what kind of education materials you use
Making Use of Forms
+ The documents you keep can be used for training, to help outpatient specialists,
+ Feedback from the patient and family provides valuable perspective on the
effectiveness of patient education
Resources
The following national organizations
provide material that may enhance your
patient education goals. Many of these
organizations have regional chapters that
present workshops and offer community
services. Also consult local health care
organizations, your Area Agency on Aging,
senior centers, and county health
departments for more support.
American Cancer Society
800-227-2345
301-654-3810
800-ADA-DISC (800-232-3472)
800-444-6443
214-373-6300
Resources
National Heart, Lung, and Blood Institute
301-251-1222
National Jewish Center for Immunology
and Respiratory Medicine
800-222-LUNG (800-222-5864)
National Library Service for the Blind and
Physically Handicapped
800-424-8567
National Organization for Rare Disorders
800-999-NORD (800-999-6673)
Sources
Consultants:
Kate Lorig, RN, Dr.PH
Associate Professor (Research)
Patient Education Research Center
Stanford University School of Medicine,
Palo Alto, CA
Virginia M. Gonzlez, MPH
Health Educator
Patient Education Research Center
Stanford University School of Medicine,
Palo Alto, CA
Louise M. Romer, MPH, CHES
Health Education Coordinator
Kaiser Permanente Medical Center,
San Jose, CA