by Jo Ann LeQuang

Part 1 asked the question, do we really want educated patients? Even though some patients can be bothersome and we don’t always embrace the idea (and the hard work) that goes into the process, I think we do, resoundingly so.

So while we all want educated patients but do not always want to educate them (just like everybody wants to be thin, but nobody wants to diet), here are 10 tips to keep educating patients with a smile—and even when the patient is getting on your nerves:

1. Stock up on educational tools and supplies
   This includes pamphlets, DVDs, and other materials that you can hand out. It’s fast, practical, and many materials provide more education than you can deliver in even 20 minutes of face time with a patient.
   
   
2. Organize your resources
   If you have DVDs, take some time to familiarize yourself with what you have (even if you have to sacrifice part of a weekend). If you aren’t using a CCTV system, organize the DVDs and player so that you can pop in the right DVD in a flash and let the patient watch. Make sure you know the timing of these various DVDs so you can queue up the program, disappear for a bit, and then come back to field questions.
   
   
3. Create a list of go-to websites
   If you’re an internet denizen, take some time to make a simple list of important and reliable websites for the conditions your facility treats. Then make photocopies. If a patient expresses interest in learning more about his or her condition and that patient has some web skills, you can give them the list. Stick with trusted sites from specialty societies, government sites such as Medline Plus and the CDC, or sites carefully vetted and accredited by independent organizations like URAC.
   
   
4. Anticipate objections to procedures or treatments
   Chances are you have seen or heard some common misconceptions among patients. Why not take a minute and list some of the most common “wrong ideas” patients have about certain procedures or conditions and use them as a springboard in initiating educational talks. For example, if your patient is getting a pacemaker, you might start out by saying, “Did you know that if you get a pacemaker, you won’t have to avoid microwave ovens? That’s right, microwaves are perfectly safe for you to be around.” This can often open the door to more productive educational talks.
   
   
5. Make a list of a key medical terms
   These may be words associated with conditions your clinic often treats. Create simple, plain-language definitions. You may be able to find good workable definitions online. Type this up; it makes a great and simple handout.  (You may be able to delegate a project like this to somebody else on your team.)
   
   
6. Create a simple image library
   If you find yourself frequently drawing the same diagrams (for instance, the four chambers of the heart), it may be worthwhile to have them reproduced. If you can draw reasonably clearly, you can draw what you want and just make photocopies. If you can spend a bit, you can find or hire a local artist (go to a design school or college) to make a drawing and just photocopy that image. You then have an instant visual aid for speedy, effective communication. Draw on it some more and your patient leaves with a “personalized” handout.
   
   
7. Develop audio resources for visually impaired and low literacy patients
   If your clinic often sees people with visual impairment, you should take the time to record yourself (or someone at your clinic with a nice voice) reading patient materials aloud. You can then provide the audio CD instead of the patient pamphlet. This can also be useful for patients with limited reading skills or those who are auditory learners.
   
   
8. Add enthusiasm
   Periodically visualize yourself teaching your patients and infuse your mental images with thoughts of enthusiasm, excitement, and encouragement. Give yourself regular pep talks about how important it is that patients be empowered with greater knowledge. The world can beat you down a lot in a day; talk yourself back up!
   
   
9. Know your audience
   Take time to visit patient forums, support groups, or other places where patients congregate. It can be very motivating to hear what patients want, what they fear, and perhaps gain insight into why some of them feel confused. Take pride in the fact that you are setting yourself and your organization apart by devoting attention to education...many clinics neglect this.  (Also, you may learn a few things yourself about what patients want to know!)
   
   
10. Smile
    Take a few moments to enjoy the patients you are educating. Step back from your role of trying to deliver information and recognize that these patients are wonderful human beings with hopes and dreams (and some quirks) and maybe some gaps in their knowledge. Relax and know that you aren’t going to educate them as well as you would like to as quickly as you need to. Manage your own expectations so you don’t stress. The important thing in patient education is to keep moving forward. And sometimes it is more important to build rapport with your patient and teach them a little thing well than to get them to learn a big bolus of information. Recognize that patient education is a process, not an event.

Like it or not, educated patients are here to stay. With the internet, changes in healthcare procedures and policies, increasing interest in and media coverage of health and wellness, not to mention the aging of the population, more and more of the patients we see are going to want—even demand—information as much as treatment. That’s a good thing.

Educated patients can participate more in their own care, actively make decisions, and be counted on to be adherent or at least cognizant of their non-adherence.

Everybody in healthcare is responsible, to some degree, to help educate and inform patients. The process is not always fun and can be challenging, time consuming, and even annoying. But it is not only necessary, it is vital to the changing landscape of healthcare. We might as well have fun with it…and lead the way!