7 Essential Tips for Successfully Communicating with Elderly Patients
Communication is the cornerstone of patient-provider relationships. In fact, a 2016 study found that effective communication contributes significantly to improved patient outcomes. Both the Accreditation Council on Graduate Medical Education (ACGME) and the American Board of Medical Specialties (ABMS) consider interpersonal skills a core competency, and the art of communication becomes even more essential with patients who may be facing challenges such as hearing, vision, or memory loss, and with those who process information more slowly.
Over the next few years, older adults will comprise a growing proportion of your internal medicine practice. In 2016, U.S. residents over 65 made up 15.2% of the population. By 2060 that percentage is expected to rise to 24%. While it’s important to learn how to best serve this growing demographic, a one-size-fits-all approach won’t work. According to the National Institute on Aging (NIA), the elderly population is a diverse group:
"Older patients are not all the same. You may see frail 60-year-olds and relatively healthy 80-year-olds. Your patients probably are culturally diverse, with varying socioeconomic and educational backgrounds. Some are quite active, while others may be sedentary."
Because the age 65+ population is so varied, you can’t make assumptions about their needs, but you can be prepared. Here are 7 communication tips:
Plan to spend extra time with elderly patients
This will improve communication and save you time in the long run. Don’t appear rushed. Your staff can facilitate this by scheduling older patients early in the day, when the office is less busy.
Make a connection early
Introduce yourself clearly and ask the patient how he or she would prefer to be addressed. When in doubt, opt for a more formal address. Don’t speak too quickly. The rapport you establish at the beginning of your relationship sets the tone moving forward.
Offer your undivided attention
Especially in the first few minutes! Sit face to face at eye level and maintain eye contact—patients with vision or hearing loss may be relying on lip reading to fully understand what you are saying. Avoid looking at a computer screen or chart while either of you are speaking.
Listen, and avoid interrupting
The NIA says physicians interrupt patients on average within the first 18 seconds of an interview. If elderly patients feel like you’re not listening, they may shut down, making it harder to learn all their concerns. Use reflective listening to demonstrate that you understand.
Summarize important points
Ask the patient to repeat what they heard you say. If you are not successful in conveying information or instructions, first try repeating, then rephrasing. Having family members accompany the patient during the visit may facilitate understanding.
Write down instructions
Give simple, easy-to-follow instructions. Avoid jargon and generalizations such as “increase fluids,” and opt for clarity and specifics, such as “drink at least 6 ounces of water every 2 hours.”
Solicit questions
This allows patients to express concerns you haven’t covered and provides additional opportunities for you to clarify key points. Some patients may be reluctant to ask a doctor questions and more willing to ask your nurse or assistant. Prepare your staff in advance to take note of all patient questions not covered in your interview.
As with any patient, effective communication improves outcomes. Elderly patients have a unique set of challenges. If you come prepared, you’ll optimize your patient relationship and chances of success.
