CMSA National (1 CE) – Compassionate Communication with Patients and Families in Crisis

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Compassionate Communication with Patients and Families in Crisis

1 hr RN, SW, and CCM

FEE:
Members: $0
Non-Members: $40

Abstract:

Working with patients and their families in healthcare often means supporting individuals during times of crisis. These situations may present in many ways, including expressions of anger, refusal to participate in care, unrealistic expectations, repeated questioning, or resistance to discharge planning. For case managers and social workers, recognizing the underlying causes of these behaviors is essential to effectively addressing the crisis and helping patients move forward.

Empathy, active listening, and collaborative problem-solving are critical skills for successfully navigating these challenging situations. Case managers are uniquely positioned to partner with patients, families, and the interdisciplinary care team to identify strengths, address barriers, and develop effective, patient-centered solutions. This presentation will explore why patients and families experience healthcare-related crises, the impact of health-related social needs (HRSNs) on these situations, common behavioral responses seen in healthcare settings, and proactive strategies case managers can use to promote positive outcomes. Interactive case studies and audience participation will be used to illustrate best practices and practical approaches that attendees can apply in their own practice.

Objectives:

1. Describe why our patients and families are in crisis.
2. Demonstrate compassionate communication to a patient and family in crisis.
3. Identify the signs of patients and families in crisis.

Presenters:

Becky Johnson, MSW, LCSW, CCM
Melissa Kersh, BSN, RN