HCAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems) is on everyone’s mind. A low or high score can impact a hospital’s marketability as well as its reimbursement rates. The relationship between a patient and a healthcare provider is central to this. It is also one of the most important determinants of the care a patient will receive. If patients trust their provider, they are more likely to be honest about their symptoms – which can lead to better care.1
Patients agree that having a doctor or nurse who listens to them, who is compassionate, and caring, and who explains well were the most important aspects of their health care.2
With most doctors only being able to spend an average of 15 minutes with a patient, exactlyhow can they build that trust?3Each patient is different and has different needs, so what skills can universally help to open communication? And, most importantly, how can these skills be taught and practiced effectively among all healthcare disciplines?
In this article, we address these questions and share how simulation can help to promote the development of trust-building skills.
Below is a list of behaviors that can be used to establish trust with patients.但是在阅读之前，请想象两种替代方案，用于在员工中灌输这些行为：在工作培训与模拟培训中。事实证明，模拟可以比在职业培训中更一致，更有效，更安全地提供培训。
融洽的关系不是“一定程度的所有”，而其他患者的比例更容易。它需要人际交往能力的练习才能学习如何开始和维持友好的对话。Some easy methods of building rapport are to ask how a patient’s family is, where they attend school, what hobbies they have, or find some common ground.
沟通不仅是基于口头上所述的；相反，它包括如何解释医疗保健提供者的肢体语言。保持眼神交流,避免交叉手臂或turning away from a patient, and providing a comforting touch can put a patient at ease.
Listening actively means listening to understand, not to respond. In a patient-provider interaction, this can mean重复患者说的话并确认这是他或她的意思。对于健康素养低的患者而言，这可能是特别有益的，因为他们可能不知道如何以适当的方式传达自己的感受。
患者遇到医疗保健专业人员时，患者可能会感到紧张，焦虑，愤怒和经历痛苦的症状。When doctors and nurses try to understand their patient’s perspective and concerns, the patient feels more welcome to share intimate details of their situation.
Simulation is often regarded as one of the best training methods to teach healthcare providers hands-on clinical procedures and tasks. However,many of the skills required to build trust with patients can be taught using simulation as well.
Using standardized patients, who can mimic emotional and psychological displays, is one way to introduce skills related to listening, observing, and communicating. But, training can be taken one step further with the use of a full-bodied simulator, capable of receiving medical interventions.
当患者“对他们”做事时，患者可能会变得不舒服，尤其是当他们不了解目的或原因时。Using a patient simulator can help healthcare providers to develop the necessary balance of providing explanations, keeping patients calm, and carefully performing clinical tasks at the same time.
This type of interactive training can foster strong communication habits that will lead to countless healthy and trusting patient-provider relationships.
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