Table of Contents
STEPS #
- Introduce yourself to the patient/client
- Maintain a relaxed attitude when interacting with patient/client
- Identify patient/client’s name, title and address him/her as such
- Speak to patient/client using simple and clear language
- Assure patient/client of total confidentiality
- Establish eye contact with the patient/client during the interaction
- Enquire from the patient/client the purpose of visit (if applicable)
- Encourage patient/client to express his/her needs and listen attentively
- Explain to patient/client what he/she should expect from the nurses
- Show consistency in approaching the patient/client
- Demonstrate firmness in dealing with inappropriate requests and behaviour by the patient/client if any
- Express appreciation to patient/client for his/her cooperation
