Best Practices - Role Playing

Separating the Patient from a Relative or Other Person Accompanying

(To patient and accompanying person): “We need to do one more test/Xray/blood draw. Let me take you to another room to get that done.

(To accompanying person): I’m sorry our policy doesn’t allow anyone but the patient in the Xray room. You can wait here or in the reception room. We’ll be right back.

(To patient alone, in new room): “I really appreciate you answering my questions. You’ve been very helpful. I just want to make sure you get the best care possible. Is there anything else you need right now? Is there anything else you would like to tell me? I can help you better if I have more information about what is happening to you.

Mandatory Reporting

Keep in mind that if mandatory reporting is needed, you must make it clear that this is NOT negotiable, it is an action you are required to take. But you and the client can decide HOW to make the report (e.g., does client want to speak to law enforcement? Do they want you to do it? Do they want you both to do it?)

Sara, I have to report this to the authorities. But there are three ways I can do it. Let’s strategize together about it.

I can call them here and talk to them, or I can call them and turn the phone over to you to talk to them, or we can call them together on your cell phone. Which way do you choose?

Warm Hand Offs

Warm Hand-Off: If you explain a given resource and the client is interested, best practice is to assist them in making contact with the organization from your office. Either you call, or the client does. This is called a ‘warm hand-off’ and it makes it more likely the client will follow up.

Provider: “We’ve talked a lot about what’s going on with you, Megan. I know you need housing and food for you and your little one until you get back on your feet. I know a shelter that could take you right now and help you with some of your other needs. Can I call them right now so you can talk with them on the phone?

Provider: OK, if you don’t want me to call them right now, take their card and number. I will call and tell them you will be in touch. And I’d like to make a follow up appointment in about three weeks to make sure you’re healing. How does that sound?