Patient Navigation Certificate - Lesson 4: Interaction 1

Please watch the following video demonstration and respond to the discussion question below.

What did you think of this interaction? List the key observations that stood out to you.

Instructions: You must post your responses in the comments section below before the next live lesson to earn your certificate of completion. The instructor will review your comments and have a debrief discussion during the next live session.

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10 comments on “Patient Navigation Certificate - Lesson 4: Interaction 1

  1. This scenario is sadly very common where I am from - where instead of helping to manage patient's fear and confusion, they serve only to plunge them further in. This PN's attitude shows no effort or genuine desire to help this client but rather to just check off her duties for the day. As we discussed today, it is important to introduce yourself and try to understand the client's needs and concerns. In this case, the language barrier poses an additional level of fear as well as her job and not being able to get time off to go with her father to his appointment - all of which seem of no interest to this navigator. Taking another call, which seemed like a personal call, and talking over the client was very off-putting, rude and unprofessional. It seemed to make the client feel unimportant. Overall, Maria seemed to become even more worried and confused after their interaction which is not what you want at all.

  2. The first thing I noticed was that the PN did not introduce herself, which I think is an important step in trying to establish rapport. There were some distracting behaviours from the PN that were unprofessional and did not really help in connecting with the daughter. She was chewing gum, answering her cellphone while talking with the patient’s daughter;
    Once she realized that the daughter has some language barrier, the PN could have asked for an interpreter to make sure that the daughter understands the message. Instead, the PN was using medical terminology, for instance, ophthalmology, which caused more confusion for the daughter. When talking to someone with a language barrier, I think it is important to be concise and specific. Saying things like: “two weeks from today” can be confusing even for people whose primary language is English.
    When the daughter mentioned that she cannot come with the father because she has to work, the PN did not try to explore other options. The PN’s whole body language just did not convey empathy. She looks like she did not really care too much about the whole situation.

  3. The PN seemed disinterested and unprofessional. It seemed that she just wanted to check the phone call off her to do list.

    The PN was chewing food, not listening to the patient, answered the phone. The PN should not have answered the phone. The daughter was confused about who the PN was referring to when the PN said she’d call back.

    The daughter’s body language clearly showed that she was confused about her father’s procedure and health professionals involved (the ophthalmologist) and the PN’s comments

    The PN ignored the daughter’s body language. PN didn’t speak in plain language. She didn’t explain the steps prior, during, and after surgery. PN didn’t speak more slowly or more clearly. She only spoke louder and used unhelpful exaggerated gestures.

    She didn’t think ahead about the patient and daughter’s home and work situation. The PN didn’t think to ask if the daughter worked and if she would be able to accompany her father to his appointment. She should have thought of this prior to the phone call. Missing half a day of work might be difficult for the daughter.

    The PN should have thought ahead and prepared suggestions for these situations in advance of the conversation.

  4. I felt that this patient navigator acted like she didn't care about the patient or his daughter. She was distracted, even taking a call and her message notifications were going off. She was chewing gum which was very unprofessional and it was obvious that she had not taken the time to prepare for this interaction. She spoke too quickly and did not listen to what the client's daughter was saying, especially about not be able to take the time off of work. The client's daughter had trouble understanding the patient navigator, as her first language is Spanish. When she asked the P.N. to slowdown, she just got louder. The patient navigator also did not seem to know what the options and possibilities were for the client's daughter to consider. There was no plan put in place beyond the PNs own agenda. The client and his daughter were set up for failure.

  5. I thought this interaction was overall an unsuccessful one. The navigator didn't explain who she was or what she was calling about. Chewing and clicking of gum during the conversation adds an added distraction especially to a client where english is not the first language. The cell phone should have been on silent for this meeting, and shouldn't have been answered. The navigator spent a lot of time looking down or to the side (possibly at notes) but it made it harder for the client to understand. When the navigator was asked to speak slower, it seemed like she got louder as well, which wasn't the concern. Finally, the navigator really wasn't addressing the daughter's concern in regards to the appointment and her father not speaking english.

  6. Yikes, the navigator started off her interaction with a client who speaks english as a second language, chewing gum. This might seem minute, however, it makes it so much more difficult to read lips and see the annunciation of the words being spoken to her.

    The background noise and phone call were quite inappropriate, however, things do happen- the vagueness and looking directly at the client while saying, "I'll call you back" creates so much more confusion to an already confusing scenario/encounter for the client.

    When the client requested that the navigator slow down, the navigator did so- but only for a moment and really exaggerated her body language as well as tried to communicate too much in one sentence. The navigator did not use non-verbal skills and body language such as pointing to the eyes, and showing the dates written to re-enforce the words she was saying.

    The navigator also did not follow the clients body language cues and adjust accordingly. The navigator also put statements such as , "just a half a day off work"; the "just" creates a tone of judgement and an easy peasy, no big deal attitude.

    The biggest theme here, is not listening to the clients verbal and non verbal communication.

  7. My view on this interaction is it was unprofessional, lacking in any kind of understanding or empathy. The navigator DID NOT LISTEN to the client and did not appear to care whether the procedure went ahead or not. I also found her responses to the client condescending and dismissive. She did not take the TIME to understand the daughter's plight with having to work and also provide support to her loved one. The Client and his daughter were under served by this interaction. Happens all to often these days.

  8. The navigator did not use any non-verbal communication showing that she was attentive- using her phone, letting her phone ring, chewing gum, not organized when it come to starting the call.
    She did not use any identifiers other than his name.
    She didn't listen to the daughter at all, she just repeated the same answer she originally gave when the concerns about bringing him came up.
    Very vague with "i'll call you." But did explain how to leave a message.
    She did not offer any other assistance, like asking of there was any transportation issues. If she knew where the appointment was. Does a better date work for her? Does she need help with making different arrangements.

  9. I found the interaction to be overall unprofessional. The healthcare provider was chewing gum, speaking over the client/interrupting, and answering other phone calls which made the interaction even more confusing. She did not identify the client with 2 identifiers, I also feel she did not appropriately identify the daughter as his next of kin. She also did not consider the language barrier, as a translating services could have been utilized for better communication. Although she did speak slower for the daughter, it does not necessarily mean the spoken language was understood. The daughter then identified her biggest concern/barrier as that of not being able to take time off of work to take her father to the appointment. The provider did not address this concern, or provide/discuss probable solutions. It seemed as though she brushed off the concern by suggesting she talk with her employer or find another person to take her dad.

  10. my thoughts on this this interaction: bad connection, answering the phone was disrespectful ,They did not consider the language barrier. they should have used a translation app. They still spoke too quickly. She did not listen to what the client said , "I can't bring my dad I'm working." She did not resolve the problem , or acknowledge the problem . Not listening to the client.

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