This week on our podcast, we welcome Deborah Zastocki, DNP, Ed.M., MA, RN, NEA-BC, FACHE, and Katie Owens, MHA, CPXP, to provide us with an overview of the CARES™ model for highly reliable patient communication.

CARES™ is a set of macro competencies developed by our Healthcare Experience Foundation (HXF) team based on nearly 15 years of studying and coaching patient communication interactions with thousands of leaders, staff, physicians, and providers blended with constantly emerging research at the intersection of patient experience and quality.

This recording is a recent live learning event webinar that has been condensed and shortened for a more friendly podcast listening experience.

Patient experience can be defined as the sum of all interactions patients encounter throughout their healthcare journey. The CARES™ model is not confined to a single interaction; rather, it comprises numerous micro competencies that, when combined, create an exceptional patient experience.

One of the primary objectives of CARES™ is to improve communication agility, allowing healthcare professionals to adapt effectively to the unique needs and preferences of each patient.

By doing so, they can establish a sense of trust, compassion, and safety, resulting in an environment that fosters optimal patient engagement and satisfaction.

Health literacy poses significant challenges in healthcare settings. Many folks don’t realize only 12% of U.S. adults demonstrate proficiency in health literacy. Moreover, over a third of adults struggle with basic tasks such as adhering to prescriptions or healthcare regimens.

These gaps in health literacy impact everyone, making it crucial to enhance communication strategies that can bridge this divide and ensure patients receive the compassionate care they need. When providers display compassion, they are more likely to provide meticulous care and reduce the occurrence of medical errors.

To improve patient experiences, it is essential to understand the diverse perspectives and expectations of patients and their families. Different generations have distinct expectations, and with advancements in technology, access to care, and the prevalence of health information, these expectations continue to evolve. Healthcare professionals must adapt their communication approaches to align with patients’ perspectives and set realistic expectations for their care journeys.

This renders the CARES™ model more important than ever to understand and share. CARES™ is an acronym for Confidence, Anticipate Needs, Respectful Communication, Engage in Care & Process, and Say Thank You, Make a Safe Transition.

Confidence

First impressions are vital. In healthcare we must portray confidence in ourselves and build trust within our patients. When patients – and their loved ones – trust us, they are better equipped to participate in their care. This will promote their own healing and wellness.

Anticipate Needs

Empathy is all about anticipating what our patients require and learning how to view the tasks we perform from our patients’ viewpoint. Anticipating needs is about recognizing slight gestures and picking up on body language. We must create a deeper connection with patients by anticipating needs beyond the clinical limit.

Respectful Communication

We must avoid miscommunicating through body language that lacks empathy and using medical jargon we assume patients understand. Respectful communication builds trust and reduces anxiety.

Engage in Care & Process

Excellent care results from successful efforts to help patients understand what we are doing and why. When we can narrate our care effectively, we engage patients in their own care. Learning how to better do this in each interaction with patients help us:

•    Eliminate miscues.

•    Avoid misunderstandings.

•    Set proper expectations time and time again.

Say Thank You, Make a Safe Transition

What do you want your patients to remember about you? People generally do not remember what you say or do, but they do remember how you make them feel.

When our time of care is complete and the patient moves on, we must offer our sincere thanks for the chance to care for them. It is imperative they feel gratitude from us as they return home or move to another department.

Ready to Learn More?

Learn about getting a CARES™ Connect demo from PRC, and for more information on upcoming events, webinars, and resources from PRC, please visit: https://prccustomresearch.com/solutions/cares-connect/

Ready to learn even more about CARES™ Connect? The Healthcare Experience Academy has a CARES™ Connect course that is now available.  You can check it out here: https://hxacademy.org/courses/cares/

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CARES, Communication