9) Tell Me More, or What Else, Statements

Admittedly, this proficiency can be difficult in the busy emergency department. Yet, this phrase can be crucial in eliciting a history from a stoic or minimizing patient. It allows you to get to root of the visitation reason.

Example: “My spouse said I should come in.”

“Tell me more.”

“For some chest pain I had last night.”

10) Pair Hope with Worry

This final skill allows for the clinician to remain emotionally connected but candid with their patient. Often, the outcome of an ED visit is not what the patient wants, but this skill prepares the patient for the reality.

Example: “I hope we can find you a bed in the hospital quickly, and I’m worried it may not be until tomorrow.”

Despite the inevitable time constraints, interruptions, and chaos of the emergency department, every patient should leave feeling heard and empowered. Using these fundamental communication skills, we hope the clinician is enabled to have an empathetic, goal-oriented conversation with each patient.

Dr. Zirulnik is a third-year resident of the Harvard Affiliated Emergency Medicine Residency of Massachusetts General Hospital and Brigham and Women’s Hospital.

Dr. Aaronson is the associate chief quality officer at Massachusetts General Hospital, and an emergency physician. Emily has an interest in the intersection of emergency medicine and palliative care and leads research and implementation efforts aimed at improving the quality of palliative care in the ED.

References

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