Best Practices in Communicating Unexpected Patient Incidents to Family Members

Communicating unexpected patient incidents to family members is an emotionally charged task. Whether it's a code blue situation or news of an unexpected death, the way you handle this interaction can significantly impact the family's emotional state and their ability to drive safely. Here are some best practices based on real-life experiences and expert insights:

Approach During Unexpected Incidents

In situations like a code blue, it's crucial to remain calm and professional. The caller's demeanor can greatly influence the family's reaction. Here's a typical scenario:

Caller : 'When I had to call about an unexpected death, I always said there was a change in the person's condition. I would say, "Could they please come in?" and stress, "we would see them when they arrived." Caller : 'I found being very calm, professional, and brief was best. Of course, I tried to have everything prepared when they arrived. I usually cried with them, not very professional, but one of the family members later told me they felt I cared for them!'

Real-Life Experiences

The experiences of nurses and caregivers illustrate the importance of clear communication and empathy. Here are two specific examples:

Example One: A Heart Problem and Code Blue

The nurse's communication in a situation where a family member is needed at the hospital due to a worsening condition or code blue can also be handled with empathy. Here's an example:

Nurse : 'When my husband was having heart problems, the nurses called me and told me what was happening. I said, "call back in 5 minutes, she what are you going to do?" I said, "pray." Nurse : 'She called back, he was okay, then I went to visit, at 9 am, he was fine. At 3:20, I got a call for the hospital but it was okay. But at 3:32, she called again, "we are sorry, but he has passed away. Come down whenever you can. I said, "thank you for calling me, I will be there in X minutes. What has happened and I will be there."

Example Two: Communication During an Unexpected Death

The decision on whether to communicate the cause of the call directly can depend on the situation. Here's another scenario:

Nurse : 'Not sure which person you are asking about. The person calling should probably not say there is a death and simply say that the person being called is needed at the hospital due to the patient’s illness or accident, unless the death is expected, e.g., hospice patient. The logic behind this is you don’t want an extremely emotional, distraught person driving.' Nurse : 'You can also gently suggest that someone drive them in. Once they get to the hospital, you can say, "everything was done but."rsquo;

Conclusion

Effective communication in such scenarios requires a balance of professionalism and empathy. The caller should be calm, clear, and compassionate. The key points include:

Remain calm and professional Be brief but prepared to provide additional information Encourage a family member to drive safely Offer reassurance and support

By following these guidelines, you can help ensure that the family members receive the necessary information and support in a sensitive and structured manner.