Health care professionals often struggle with how to communicate with patients after adverse outcomes. This presentation offers tips on expressing empathy and compassion while helping patients understand their situation.

1. WHAT EVERY
PHYSICIAN
NEEDS TO KNOW:
COMMUNICATING WITH PATIENTS AFTER
ADVERSE OUTCOMES

2. 1 EXPRESSIONS
OF EMPATHY OR
SYMPATHY
• Health care professionals often struggle with how to
communicate with patients after adverse outcomes.
These slides offer tips on expressing empathy and
compassion while helping patients understand their
situation.

3. 2 PLAN
• If possible, think about and plan what you will say
before you meet with the patient. Write down the
main points you want to discuss.
• Put yourself in the place of the patient or the family.
What would you want to hear and know if you were
in the same situation?

4. 3 PREPARE
• Memorize the first few sentences so you can get by those
first few moments of jitteriness. While you don’t want your
comments to come across as rehearsed or stiff, you don’t
want to lose your train of thought.
• Be ready to explain why certain things involving the
situation are unknown. Also tell the patient that steps are
being taken to find out what happened.

5. 3 PREPARE
(Continued)
• When appropriate, explain that there are inherent risks in
performing procedures and surgeries. If necessary, refer
back to the consent discussion where risks, benefits, and
alternatives were explained.

6. 4• If possible, the meeting should occur in a quiet location
to avoid interruptions.
• If the meeting is at the bedside, be sure to instruct the
nursing staff that you will need some privacy. Choose a
time when visitors, hospital staff, or others are unlikely
to enter the room.
LOCATION/SETTING

7. 5 ATTENDEES
• The meeting should be between you, the patient, and
the patient’s spouse or adult children. Those persons
often play a significant role in making future decisions.
• It may be beneficial to ask them to designate a specific
person as the spokesperson or contact person.

8. 5 ATTENDEES
(Continued)
• If the patient is not competent, the meeting should be
with those responsible for the patient’s affairs. Review the
patient’s chart for the name of a contact person before
any discussions with family members.

9. 6 CLOSING
• Do not rush things, but don’t prolong the meeting by
making unnecessarily lengthy or repetitive statements.
• Don’t feel compelled to fill an uncomfortable silence.
The patient needs closure, so let the patient talk.

10. 6 CLOSING
(Continued)
• When you sense the discussion is coming to a close, ask
the patient if there is anything further to discuss. Advise
that further discussions will occur as other information
develops or if there are questions.
• Conclude the meeting by thanking the patient for meeting
with you and encouraging ongoing communication. Assure
the patient that your door is always open.

11. 7 PROTECTION FOR
A NEW ERA OF
MEDICINE
ABOUT TMLT:
With more than 17,500 physicians in its care, Texas Medical Liability Trust (TMLT)
provides malpractice insurance and related products to physicians. Our purpose is to
make a positive impact on the quality of health care for patients by educating, protecting,
and defending physicians. www.tmlt.org
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