Patient Navigation Certificate - Lesson 4: Interaction 2

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

What did you think of this interaction compared to the first 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 2

  1. In this version the PN was much more empathetic and professional in her approach to Maria's situation. She properly introduced herself, tried to use language Maria could understand with her not being a native English-speaker, and also spoke in a slow-paced manner with a softer tone. All of these can make a significant difference in reassuring the client and managing her insecurities. I think understanding your role as a navigator is important, and therefore as you approach each client interaction you should keep that at the forefront of your mind. In this case she was able to help Maria understand when her father's appointment was, offered to assist with getting the time-off etc. Some suggestions may not make the client comfortable, so it's also important to really listen and not force any option on the client - like in this case Maria felt like she needed to be the one to be there with her father, so the navigator had to respect that and work around as best as possible.

  2. This interaction was more successful compared to the previous one. I noticed that this time, the PN introduced herself. She realized that there was some language barrier and she spoke slowly so that the daughter has time to understand what is being said. The PN did not use medical terminology this time. The PN’s body language now shows empathy. She was actively listening to the daughter, there was no distraction. The PN used reflective questions and paraphrased to ensure that she understands what is being said. When the daughter said that she had to work, the PN showed empathy and made this a priority.

  3. This scenario was much more professional than the first. The PN was respectful, she listened and spoke clearly.

    PN began by introducing herself and where she worked and explained her role. She confirmed that she was speaking to the patient’s daughter and asked if it was ok if she called her by her first name.

    The PN quickly realized the daughter’s concerns that her father did not speak English and concerns about getting her dad to and from surgery because she worked full time.

    The PN used active listening techniques, acknowledged the daughter’s stress and this seemed to reassure the daughter. The daughter appeared to feel heard.

    The PN told the daughter that they would talk about how to get her dad to and from surgery. The daughter appeared much less stressed.

  4. This interaction was much more professional. The PN was very respectful to the daughter, Maria, asking her if it is okay to call her b y her first name. She also very clearly explained the purpose of her call and listened to Maria's needs. She spoke slowly and clearly but was respectful and did not act like she was speaking to a child. This time, the PN was really listening to be sure that Maria really knew where to take her dad for his surgery. She was setting Maria up for success. The one thing she didn't do was discuss with Maria how to get her dad to his surgery date if she cannot take him. This was something that is very important to Maria and could potentially mean that Mr. Gomez does not get to his scheduled operation.

  5. This interaction was much better. The navigator was sure to introduce herself and explain her role and why she was calling. The communication was clear and concise, in simple language which was easier for the daughter to understand. The navigator was sure to do active listening, and rephrased some of the statements to ensure she was understanding of the concerns. She also validated the daughters feelings, acknowledging that this "sounds stressful". The conversation ended with a plan to find a solution.

  6. This interaction is much better; the Navigator's body language and tone of voice gave a feeling of giving all of her attention to the client and their conversation. The Navigator identified the client's NOK, as well as asked how the client likes to be addressed. The Navigator introduced herself to the client and communicated her role. Using words like, "help" eased the clients stress levels and gave the client a general understanding of what the navigator was there for.

    The Navigator simplified words or used words like "surgeon" and associated it with "doctor" for better understanding when there is a language barrier.

    The Navigator also re-iterated her understanding of the clients concern to ensure she understood the need and how to help.

    Asking open questions and acknowledging the clients feelings contributed to a much more positive and effective interaction.

  7. What a difference in interaction! The Navigator was professional, and did a good job in explaining her role. More importantly she was attentive to the daughters concerns about getting her dad to the appointment and attempted to give some suggestion about approaching her employer for time off since the appointment was 2 weeks down the road. I really liked when she said she was there to help her. I think she did a good job re-framing the daughters concerns and demonstrating empathy by stating she recognized this must be a stressful time for her.

  8. This scenario was much better.
    The navigator's words flowed quite better. She used clarification statements to ensure she was understanding the problems correctly.
    She took her time by allowing the daughter to fully comprehend what she was being asked, and gave her enough time to formulate a response.
    This was a very good conversation and trouble shooting.

  9. This interaction was much more professional. The healthcare provider spoke slowly, and no background distractions were noted. She addressed the client in a professional manner, and ensured it was OK to call her Maria. She also identified herself, and explained her role as the community health navigator. She then confirmed that Carlos was Maria's father, before proceeding with discussing further information. The provider paused and allowed time for Maria to answer, as well as asked questions to ensure understanding of the conversation. She listened to the daughters concerns, and repeated them to ensure she was understanding the barriers correctly. She validated the daughters feelings, and explained they would work toward finding a solution to get her father to and from the appointment.

  10. Spoke slower this time. She asked questions as she went through the conversation to verify the understanding. She acknowledged the problem which was where do I take my Dad and not just I can't go. She asked more questions why the father could not go to the appointment. She identified the problem which was how do they get the father to the appointment without the daughter going.

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