During remote consultations, a manual was drawn up with “provocative words”, which the patient may perceive as profanity. Now, when communicating with patients, employees of medical institutions are encouraged to use voice modules. In particular, the document states that the following phrases are not allowed:
– demonstrating indifference and indifference;
– interpreted as an attempt to evade responsibility, reflecting a lack of initiative or unwillingness to help;
– any judgments that do not have a specific meaning, direct or veiled insults.
It is recommended to address the patient by name and patronymic and by yourself, avoiding the address: “woman”, “girl”, “young”, “man”. The phrase “your problem” is replaced with “our question” or “our situation with you.”
It is proposed to avoid the phrases “no”, “impossible”, “it will not work”, “impossible”, instead of them it is better to use “I suggest”, “it will work only if …”. The same happens with the phrases “I don’t know”, “we can’t do anything for you”, “you don’t listen to me”, “it’s not me who gave you bad advice”, “but what do we have to do with that?”.
“The patient community can only welcome this initiative. It would be nice if the recommendations were extended not only to call center employees, but to all medical workers,” says Yury Zhulev, co-chairman of the Patients’ Union of all Russia.
And Olga Goldman, director of the Yasnoe Morning psychological support service for oncologists, believes that along with the rules for employees, rules for patients should be developed and posted on the website of the medical organization, on which questions the doctor can answer. call center and what Appeals are unacceptable: in a drunken state, using profanity or with “direct personal attacks” on the operator.