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Use these phrases to avoid conflict with patients, families, colleagues

Patient Access Weekly Advisor, August 26, 2009

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This week’s tip comes from Karen Zander, RN, MS, CMAC, FAAN, principal and co-owner of The Center for Case Management in Wellesley, MA.

Mastering useful responses for difficult situations can help case management professionals remain patient- and family-centered.

These phrases facilitate communication because they allow a moment or two to take a deep breath and think.

They are the ultimate ways to include people who may not want to be included in the task of teamwork (in the case of healthcare professionals and departments) or getting through their acute care hospitalization (as in the case of patients or families.)

• It’s your right
  • Used: When patients or families demand services or permission that legally are their right, but that you think may not be in their best interest
  • Why it works: Conveys that you know they can do whatever they want, so it calms the situation and enables them to hear both sides

• What am I missing?
  • Used: When you really disagree with someone and can’t ascertain why they don’t understand you
  • Why it works: It gives them an opportunity to be heard and you an opportunity to learn what you might be missing. Everyone saves face

• We are a team
  • Used: When there is a question about authority or someone is trying to divide the team
  • Why it works: It reminds everyone (including you) to be a team player until you can resolve any disagreements

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