Resources for Communicating with patients and families Resources for Communicating with patients and families

Here are a range of training and support materials developed by various healthcare organisations in response to the unprecedented circumstances faced by health and social care professionals during this time.

The consultation skills team have collated these for your convenience in one area so you can browse materials and choose those that most suit your current working experience.

All the materials have been reviewed by other clinicians from a mix of specialities and professions, and members of the public.

If you wish to share your experience of using any of these resources or have a need for additional material please contact the consultation skills team via Katie Ellis katie.ellis@uea.ac.uk

COVID-19 NHS Support Materials COVID-19 NHS Support Materials

Communicating with patients and families during COVID-19

A range of training and support materials developed by a rapid-turnaround team for NHS England/Ireland during the COVID19 pandemic.

The Real Talk Framework - An Overview

A written framework for beginning, progressing and finishing a conversation to communicate unwelcome news. This framework emphasises the importance of the following principles:

  • listening as well as speaking;
  • listening to understand the patient or family member’s ideas, concerns and expectations;
  • checking understanding (on both sides)
  • managing strong emotions;
  • creating a safe space despite the bad news being discussed
  • using silence to allow the person to take in and process what they are being told

Download an image file showing the framework

Telephone Call Checklist

A checklist for delivering unwelcome news over the phone

Evidence Based Advice For Difficult Conversations

Evidence based guidance and a summary document on how to have difficult conversations with patients with COVID-19 and their families.

Videos on delivering unwelcome news

A collection of 3 videos designed to support professionals needing to communicate unwelcome news without during the COVID19 epidemic. 

Communication Skills For Telephone Consultations Communication Skills For Telephone Consultations

Many healthcare staff are now carrying out consultations on the telephone.  This is often a type of consultation that staff have not encountered prior to COVID-19 and can be an area of anxiety.  This course demonstrates how applying the core skills of the Calgary-Cambridge Guide to telephone consultations provides a structured and patient-centred approach.  We hope you find this online learning package useful.

https://tinyurl.com/y7vp4g9y

This package was developed by:

Each; National Healthcare Communication Programme; Royal College of Surgeons in Inreland; Health Service Executive: National Clinical & Integrated Care Programmes. 

Communication Skills Reference Cards Communication Skills Reference Cards

Communication Skills Reference Cards based on the familiar Calgary Cambridge Guide.  Produced by the National Healthcare Communication Programme, Ireland in conjunction with the International Association of Communication in Healthcare (EACH).

BMJ resources on Remote Consultations BMJ resources on Remote Consultations

An article and infographic produced by the BMJ providing guidance on remote consultations.

The article outlines some key principles on how to choose between telephone and video appointments, how to conduct a “query covid” consultation remotely, and considerations when arranging follow-up and next steps.

Resources from the Academy of Communication in Healthcare, USA Resources from the Academy of Communication in Healthcare, USA

A collection of resources to help support telephone consultations.