Table 3 Key recommendations for communication improvement
From: Patient-identified information and communication needs in the context of major trauma
Theme | Health professionals | Patients |
|---|---|---|
Discharge planning | • Provide written information about post discharge services and points of contact for advice and assistance • Engage patients in collaborative discharge planning well before their expected date of discharge | • Initiate discussions with health professionals about discharge long before the expected date of discharge |
Multimodal communication | • Provide information in different modes such as verbal, written text, pictures, and photographs | • Request written information and/or for information to be presented in alternative formats e.g. pictures, audio-visual etc. |
Information provision and sharing | • Provide detailed explanations about patients’ injuries, treatments, expected recovery and future • Provide tailored information consistently and repeatedly throughout acute and recovery phases of care • Provide information in plain English to patients or in their preferred language • Ensure comprehensive and timely information is communicated to health professionals across care transitions involved in patient care | • Raise issues with health professionals during interactions, even if not asked • Ask health professionals to repeat information in plain language if the information is not clear or understood • Request to speak to a doctor privately if health professionals visiting in groups |
Information coordination | • Check with patients how information provided fits with information received from other health professionals | • Request health professional assistance with integrating information from multiple health professionals if required • Have a trusted relative or advocate to assist with the coordination of information |
Active communication | • Use communication approaches that are patient-centred • Ensure regular face-to-face contact with patients • Actively listen to patients and encourage them to share information and to ask questions • Respond to patient concerns with potential solutions | • Actively question health professionals during communication • Actively engage in communication with health professionals to obtain information about health, health care and services |
Investigate | • Follow up on patients post discharge to check how they are managing | • Follow up on information that health professionals say will be organised, but does not eventuate • Follow up on unresolved issues in reasonable timeframes • Persist with finding health professionals that meet individual needs |
Organisations | ||
|  | • Ensure information available to staff and patients with regards to contacting patient advocacy groups and when their services could be useful • Provide accessible translator services • Provide trauma coordinators to assist with cultural, information and services navigation • Ensure all notices, information and instructions, within the hospital and provided to patients, comply with best practice for health literacy | |