Saturday, May 29, 2021



 Prepared by Sr. Hanife MacGamwell






·       KEEP patient and family information confidential

·       RESPECT person’s right to (physical and emotional) privacy

·       ALWAYS ask if it is the right time to visit or right time to call

·       IF you have an appointment for a visit or a call and you cannot be on time or unable to make it at all let them know

·       ALLOW the patient and/or family to let you know how much they already know regarding the diagnosis and prognosis  etcand how much they want to know. Arrange for a nurse or doctor to discuss further

·       Encourage person to initiate subjects they wish to discuss

·       Listen without judging.

·       Have a cheerful approach

·        Be honest and sincere.

·        Be available and reliable and consistent

·       Build trust

·        BEWARE of your body language and the tone of your voice

·        Keep your feelings to yourself never allow alarm, anger, shock, disgust show in your face and/or in your voice

·       Encourage independence as limitations permit

·       Reach out

·       Be respectful and non-judgmental

·       Be genuine, open, honest, and sensitive

·        Be knowledgeable of resources etc, if you do not know something say you I do not know but I will  find out and get back to you” DO get back the patient or family

·        Provide encouragement and support

·        Expect repetition and go with it.

·        Be flexible and go with changing needs.

·        Be informed - but remember you are not a teacher

·       Promise only what you can deliver.

·        KEEP your promise

·       Listen with your whole self

·       Use open-ended questions

·        Be OKAY with SILENCE.

·        Summarize what was said, what you need to follow up on

·       Know and admit your strengths and weaknesses

·        Remember you are volunteer, a support do not discuss medications, medical diagnosis etc. listen to the patient and the family, take notes, share with the team and get back to them.

·       During a visit make sure your phone is in silent mode

·       KEEP Objective and subjective NOTES OF EACH




·       Make a call or go for a visit if you are NOT in a good mood

·       Use “you should”

·       Give advice

·       Over praise.

·       Intrude

·       Probe

·       Appear busy, distracted

·       Follow your own agenda

·       Talk down to person

·       Stay too long or talk too long

·       Monopolize the conversation

·       Gossip

·       Patronize eg: “that’s all right now”

·       Rely on the use of clichés-

·       Change the subject

·       Ignore the problems raised by the person

·       Use closed, irrelevant or inappropriate or “WHY” questions

·       Use inappropriate warmth or sympathy

·       Give your personal number - if possible hide your number on cell phone or use landline- or any other volunteer’s personal number

·       Make promises you cannot keep

·       Take pictures without their permission

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