The recent
health emergency is severely testing health workers. What guidelines to follow
to manage communications?
A behavioral
vademecum addressed to Healthcare Continuity (CA) and Special Care Continuity
Units (USCA), for the management of communications with patients and their
families, in the context of the COVID-19 emergency.
The SARS-CoV-2
pandemic is putting a strain on not only hospital staff but also on the
territory, due to both the increase in flows of calls and requests for
intervention, and the related psycho-social aspects: isolation, anxiety, fear ,
panic, mourning .
The purpose of
this dossier is to provide healthcare personnel of the Continuity of Care and
of the Special Units of Continuity of Care for indications to improve the
management of communication and relational aspects, which are particularly
crucial in this historical phase of the National Health System.
The contexts
considered are typical of the CA activity: telephone evaluation, home visit and
outpatient visit. The behaviors indicated are aimed at improving the
interaction of the healthcare professional with the patient and family members.
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The expected
benefits for the patient and family members are: improved understanding of the
indications and information received; reduction of anxiety and other
dysfunctional psychological aspects; improvement of functional behavior for
correct disease management. The resulting benefits for the healthcare
professional are: improved efficacy in the management of clinical problems;
increase in self-confidence; reduction of psycho-physical stress related work.
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