When you think of improving communication with patients, you might think of using social media, having mobile options, or sending appointment reminders. These tools are beneficial and preferred for some, but not all.
Pediatric patients need different communication methods in order to have a positive experience. Often, children are afraid or nervous about going to the doctor. Their parents may feel stress as well, which can be difficult to handle as a healthcare provider.
Now we aren’t medical professionals but there are obvious ways to communicate to children better. Here are some common sense pediatric patient and parent communication tips to follow to improve their experience.
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Let Them Warm Up to You
Many pediatric patients get nervous when they first come in for their appointment. You want them to feel comfortable, so give them the chance to warm up to you and the environment around them.
This is where your waiting room can help the most. Having activities for children to play while they wait can help quite a bit. However, once they’re in the exam room, the anxiety may return.
Make conversation with these patients about topics other than their condition. This helps you get to know them and establish a relationship. Ask them questions that don't relate to the visit.
This could be about school, sports or other activities, or their weekend plans. You can also ask about something that interests them, such as their favorite movie or book.
These types of questions will help get them talking about something that they’re more comfortable with. It gives you the chance to relate to them on a personal level. This will help the patient trust you and feel less nervous about the appointment. It will also show parents that you genuinely care about their child’s well-being.
Make the Environment Comfortable
While this isn't an explicit way to communicate, it can help make the process easier. The harsh smells and bright lights of an exam room are overwhelming, especially for children. It isn’t beneficial if they’re already nervous.
But if you make the environment more comfortable for them, they’ll be able to relax. You can decorate waiting and exam rooms with fun themes which are also good conversation starters to get patients to warm up.
You could also have small toys or stuffed animals that they can hold during the appointment to help them stay calm, but make sure you sanitize these.
The best way to know if patients are comfortable is by talking to them. Ask the patient if there’s anything you can do to make their experience more comfortable. This also shows that you care, and they might feel better about talking to you.
It helps determine ways that you can improve the environment for future patients. The more comfortable they are, the more relaxed they will feel when talking to you.
Communicate on Their Level
Each age group has a different communication level. Toddlers won’t communicate like a child enrolled in grade school. Teenagers communicate much differently than children, even though they’re still pediatric patients.
Communicate appropriately to each age group so that you appeal to them to make their visit a positive experience. With the youngest pediatric patients, acting silly to make them laugh can help them relax during their visits.
Finding common ground with school-aged children helps them feel more comfortable if they know they can relate to you.
Talk to teenagers like how you would talk to adults. They want adults to treat them the same, not like they’re kids. If you talk to your teenage patients with respect and as though they’re adults, they will be receptive to what you’re telling them.
It’s important though to recognize any developmental differences. Some pediatric patients may be more advanced for their age, and you should talk to them on that level instead.
Other patients who are developmentally delayed will struggle to communicate at the average level of their age group. This is why it’s important to not only communicate based on age but also at the developmental level of the patient.
Walk Them Through the Appointment
Pediatric patients might be nervous because they don’t know what to expect. A good way to reduce their nervousness is by walking them through the process so they know what’s going to happen next.
Even preparing them for simple things can help. For example, before using the stethoscope, warn them that it may feel cold. You can also try distracting the patient by talking to them during the unpleasant parts of the appointment.
You can even let them help throughout the appointment. Kids are very hands-on. While they can’t perform the tasks of a doctor, you can let them help with some parts of their visit. This will make them feel more in control. Plus, it’s a fun activity they’ll enjoy.
Use Appropriate Terms
You always need to make sure you use understandable words.
When you have very young patients, this information will pertain more to the parents. It’s still important to use basic terms with their parents since even many adults are unable to identify medical terms.
For older pediatric patients, they may be capable of understanding if you explain it appropriately to them. You might need to use simpler language, or you can relate it to something that they would understand using examples or analogies.
Body Language
Communication doesn’t happen only through words, but also through your body language. When you’re talking to pediatric patients, sit down if possible so that you’re at the same level as them.
Standing over them won’t help calm their nerves and fears. You could also have small children sit on their parents’ laps if you aren’t able to sit at their level.
Also, make eye contact when talking to the patient. You want the patient to know that your attention is on them, not their parents. Keeping parents in the conversation is important. But you want pediatric patients to know that they are your primary focus and that the care is for them.
Only talking through your mask won’t help either. Slide it down when you can, talk to them, and smile. These small mannerisms go a long way. Children read facial expressions, so you don’t want to give a negative impression that would worry your patients. Even if something is wrong, try to make the situation lighter so that they don’t feel hopeless.
Engage the Parents
Even though your focus should be on treating the pediatric patient, you should also engage their parents in conversation. This is so important especially since kids look to their parents for guidance.
Including them will help the child feel more relaxed since the conversation includes someone they know and trust.
Ask the Parent Questions
Earlier we mentioned that some children are at different developmental stages. When you recognize this, it’s important to talk to the parent to determine where the child is at so you know how best to communicate. Their parents will know better than anyone how they communicate, so the parents can give you tips on this.
They can start the conversation with their children who are shy or difficult to talk to. Parents could also let you know what their child is nervous about so that you have a better idea of how to get the patient to relax.
The parents serve as a source of answers for questions that children may not know how to answer. Asking a child for medical history would only put the patient on the spot and make them more nervous. Parents would also know of allergies, vaccination records, and the family’s medical background that the child might not know.
Be Tolerant With Parents
Parents want to protect their children and keep them healthy. Sometimes, they’re as nervous as their kids and are more difficult to deal with than the patient. They might make assumptions, get frustrated, or unsettled. This could then upset the patient.
Try talking to the parents separately if necessary, so that the conversation doesn’t affect the patient. Stay calm and keep your patience even if the parent is anxious or angry.
Chances are they aren’t angry with you, but rather they’re upset about the situation. Answer their questions and break down the information for them so they understand. Offer educational materials that can help them as well.
Conclusion
Effective communication with your patients is essential for creating a positive experience. But the dynamic changes entirely with pediatric patients. This group tends to be more nervous and afraid of the doctor. But you don’t want them to feel uneasy when they come in for visits.
This is why it’s important to help them warm up to you. Talk to kids on their level and start a conversation about something that interests them so that you can relate in some way. This will help them relax and trust you as you start to build a relationship.
Walking them through the appointment will help prepare them for what’s going to happen next, reducing their fear of the unknown. But make sure you use words that they can understand.
Also, try to engage the parents. Children will be more comfortable talking to you if the conversation involves someone they already trust. If parents seem overwhelmed themselves, keep your patience. Try talking to them outside of the exam room so that it doesn’t negatively impact the patient.
