| Strategies | Suggested phrases and tools |
- Understand the patient and family or loved ones' relationship to other health care providers, including prior experiences with discrimination, and work to build trust.[1]
| - "Tell me about how things have gone with other health care providers? Is there anything we should do differently to make sure your needs are addressed as well as possible?"
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- Cede control back to the patient and work to correct perceived inequities.[1]
| - "I would like to know if there are things I can do that would make you feel more comfortable when we talk. For example, we can make sure that a translator is always present or try to meet regularly when (family member or friend) is here."
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- Minimize cultural and linguistic misunderstanding by ensuring that patients receive information in a way they can understand:[2-7]
- If English is not the patient's first language, engage a professional interpreter.
- Communicate health information in an easy-to-understand format.
- Assure the patient that all information shared is confidential.
- Summarize key points.
- Offer frequent opportunities for the patient and family/loved ones to ask questions.
| - Use the "teach back" method to ensure that the patient understands what was said and the plan of care by asking the patient or family/loved one to repeat the information you shared with them in their own words:
- "I want to make sure I did a good job explaining that to you. Can you tell me in your own words what the treatment plan will be when you go home?"
- "Your family and friends may want to know what we talked about today. How would you describe it (eg, how to take the new medication, etc) to them?"
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