Communication in hospital

During your time in hospital you will meet a variety of staff involved in your care. Communicating with them is not always easy. Your health condition, the effects of medication, an ongoing disability, or speaking a different preferred language can all make it harder. You may feel unsure about asking questions, asking for information to be repeated, or asking for it to be explained in another way, such as being drawn or written down.

Poor communication between hospital staff and patients can affect the quality of your care, your recovery, and even the length of your hospital stay. Many people find it difficult to communicate their needs in hospital, because the processes and terms are often unfamiliar, they may not know who to ask for help, and they can feel overwhelmed by their medical situation. Hospitals provide a range of support to help, including social workers and interpreters in your preferred language.

The people who care for you#

Many people contribute to your care during a hospital stay. You will meet doctors, nurses, allied health professionals, and support staff, who all play an important role in your recovery.

Nurses manage most of your ongoing care and treatment. They assess, plan, and administer your daily treatment and manage your general health, so speak to them about your immediate needs. They can also direct you to the right people for specific medical issues.

You have a right to a qualified interpreter to help you communicate with the people who provide your care. Interpreters should be offered at important points, such as when discussing your medical history, treatments, test results, and diagnosis; during admission and assessment; and whenever you are asked to give informed consent.

Many hospitals have a patient liaison officer (sometimes called a patient representative) whose job is to help patients and their families with concerns during a hospital stay. You can talk to them about non-medical issues, such as financial questions.

You will also see a wide range of support and administrative staff who take care of everything from laundry and meals to patient transport and maintenance.

Communicating with hospital staff#

Dealing with changes to your health can be stressful for you and your family, and you may have concerns as you go through treatment and plan for the future. There are people who can support you through these times and help you communicate your needs to your healthcare team.

Hospitals can be busy places, and staff will not always have a lot of time with each patient. To make the most of your time:

• be open and honest so the people looking after you understand what is going on
• talk about your highest-priority worries first, then move on to other questions if there is time
• use brief descriptions of your concern or need, and let staff ask follow-up questions to clarify
• if you do not understand something, say so during the conversation rather than waiting until the end

You may not always get answers straightaway. Staff may refer you to someone else or need to get back to you; accept this unless you feel you are being brushed off or are not contacted as promised.

It also helps to remember that:

• if you find that any information the hospital holds about you is incorrect, speak up as soon as possible
• different staff may need different information from you, and some will ask the same questions, so be prepared to repeat your details at times
• you have a right to ask who is examining you and why, and to ask for an explanation of your treatment or investigations

Making your preferences clear#

You will usually be asked about how you want to be cared for and communicated with, but it is up to you to make your preferences clear. For example, explain your preferences about:

• language, including asking for an interpreter if you need one
• dietary needs and allergies
• whether you prefer male or female members of staff
• medical treatments such as blood transfusions and resuscitation
• end-of-life care

Make sure you are talking to the right person about the right issue. If you have a question about your treatment, start by speaking with your nurse. For non-medical issues, talk to a patient liaison officer or social worker, who can answer questions or point you in the right direction.

Other ways to overcome communication difficulties include asking the person to explain in another way, asking a family member or friend for help, asking to speak to a patient liaison officer or social worker, and asking questions whenever instructions or explanations are not clear.

Support from family and friends#

If you would like extra help communicating your needs, ask a friend or family member to support you. They can help in discussions with your healthcare team if you feel your needs are not being heard or met.

The amount of information you receive in hospital can be overwhelming, and medical staff may use unfamiliar terms. It helps to have a support person who can take notes during consultations and write down important information, such as what you need to do during your recovery, or which medication to take, how much, and how often.

Social workers#

Social workers can help with a wide range of issues that may arise during treatment, including:

• counseling and advocacy
• discharge planning and referrals to out-of-hospital help
• bereavement counseling
• risk and psychosocial assessments
• family violence care, crisis intervention, and family support
• care coordination

Speak to your nurse or doctor for a referral to a social worker in your hospital.

Pastoral care and spirituality#

Many hospitals offer pastoral care and spiritual support to patients and their relatives of all faiths, beliefs, and backgrounds. A hospital stay can bring feelings of anxiety, fear, and uncertainty, and you may want to talk to someone about how you are feeling.

Pastoral carers are interested in your wellbeing. They will listen carefully to what is important to you and support you during your stay. You do not need a referral to see one, and the hospital can often arrange carers from a specific faith or religious background. Ask your nurse or the ward administration staff how to contact a pastoral carer.

Interpreters and translated materials#

People from all backgrounds can benefit from language and cultural support in hospital. You have a right to a qualified interpreter in your preferred language to help you communicate with your doctor and healthcare team, and to help communicate any special requests.

Many hospitals provide free and confidential interpreter services, including sign language interpreting. You can ask for an interpreter during a pre-admission appointment or, when you arrive, ask your doctor, nurse, or a ward administration staff member. If you speak a specific dialect or would prefer a male or female interpreter, let the hospital or interpreting staff know. Your hospital may also have information brochures translated into your preferred language.

Meals and nutrition#

Hospitals provide nutritionally balanced meals and menu plans that cater to a wide range of tastes and requirements, and menus often change to offer variety. If your stay is going to be a long one, speak to a nurse about arranging a nutrition plan to help with your recovery.

Menus are available for children and for patients who need a special diet, such as gluten-free, diabetes-friendly, vegetarian, kosher, or halal meals. Each hospital has its own process for ordering special menus, so speak to your nurse or a patient services assistant about how to arrange this. In some hospitals you can also order meals for your guests, although you usually have to pay for these.

If you are unhappy with communication in hospital#

• Speak first to the person you are having difficulty with; it may simply be a matter of them explaining things more clearly.
• Ask to speak to a patient liaison officer, patient representative, or social worker whose job it is to talk to patients about any issues.
• Ask a friend or family member to communicate your concerns on your behalf.
• If you are still unhappy, use the hospital’s complaints process. A patient liaison officer can explain how to make a complaint.

Key points#

• Nurses manage most of your ongoing care and treatment, so they are a good first point of contact about your immediate needs.
• Good communication can affect the quality of your care and your recovery, so talk about your highest-priority worries first and ask for anything you do not understand to be explained.
• You have a right to a qualified interpreter, to ask who is treating you and why, and to make your care preferences clear.
• Support people, social workers, pastoral carers, and patient liaison officers can all help you communicate your needs, and a complaints process is available if you remain unhappy.

Where to get help#