Making connections can make patients feel more at home

First impressions count for so much....

'If the hospital is local, there is a huge chance that the 'local' nurse will have something in common with the patient. It may be through a local club, work or through school age children. Obviously it may not be always be appropriate to make this connection (depending on the situation or condition affecting the patient). But, in most cases, that connection can reassure a person who might feel they are in a very alien environment. This is not information to be written in the notes (unless it has some bearing on their illness). it is about finding some common ground for them to feel safer.

Always take the time to tell a patient what is happening and what is about to happen. Reassure relatives too. Would they like a chair? Do they understand how the car parks work? Where can they get a cup of tea? Attention to these details at this time of heightened anxiety is key to building a strong relationship with both the patient and the relative.

It may not always be appropriate, but if the opportunity arises, try and say something positive about the person and their situation. For example, when sorting their belongings on admission, try to comment positively if you need to help them unpack. 'I bet these slippers are comfy' is such an easy thing to say and can help trigger a warm relationship.

If the patient asks something that cannot be accommodated, don't just say 'No'. Instead apologise for not being able to instantly sort their problem and reassure them that you will try and find a way around the problem'.

Nicola