Eye contact, smile and acknowledge everyone in the room.
I
Introduce
“Hello Mr. Clark. My name is Dr. Smith, pleasure to meet you and I will be the emergency physician caring for you today. I have been practicing for 17 years and specialize in Emergency Medicine.”
D
Duration
“You can plan on being in the ED for 2-3 hours. I will update you as I receive laboratory or radiology results.”
E
Explanation
“Let me explain what we are going to do today in the ED for your abdominal pain. First, Judy will be giving you some medicine to reduce that pain. Then we will plan to do an ultrasound of your gallbladder as this pain is suspicious for a gallbladder problem.”
T
Thank you
“Thank you for entrusting your care to me and the team! I am pleased that you are better now…”
Key Words at Key Times (KWKT) Not “laminated” scripting verbiage Verbal cue which connects a process, action or behavior to the “why” Phrasing which links a process to the value to the patient “Let me have Joan get you more nausea medicine as we want you to be comfortable” “I am glad we got you back to a room quickly…we value your time…” “Let me close this door for your privacy” KWKT adds meaning (not time) to communication Slide 11
Key phrases with Flow Efficiency “Now we will initially get your work-up started here in the core area. You will then move to our Results Pending lounge where I will revisit you and share your tests. It is quiet and more relaxed there but you will continue to be monitored by a nurse.” “Time always come to mind while in the ED. I would estimate that we are looking at 2 hours or so before I have your CT and blood results back…” “You might have noted that we are seeing you early up here near triage because we value your time and want to start your treatment, get you feeling better and find out what is going on…”
