142 Essential Skills for Health Careers Success
Mentally Ill or Incompetent Patients
Mental illness may affect a person’s judgment, making them incom-
petent, or unqualifi ed to make decisions on their own. Most patients who
have a mental illness that interferes with their judgment will be accompa-
nied by a legal guardian. When communicating with someone who is men-
tally ill or incompetent, you should speak to the patient fi rst and then to the
guardian. Repeat any instructions you may give the patient, making sure
that the guardian understands as well. You might also want to demonstrate
to the guardian any task that the patient has been shown.
Distressed Patients
Patients can become nervous, confused, scared, sick, and angry when
they enter the unfamiliar environment of a healthcare facility. Becoming
angry or frustrated with an unsettled patient will only make the situation
worse. Remain calm and speak in a steady, confi dent voice.
Be sympathetic when you see the patient’s distress. Sentiments such as
“I am so sorry you are upset,” and “let’s see if we can make things easier
for you” can be very helpful and calming to the patient. Put yourself in
the patient’s place and respond with compassion. Hopefully, the distressed
patient has brought someone to help him or her understand what you are
trying to communicate. If not, proceed slowly and carefully as you work
with distressed, unaccompanied patients.
Communicating with Young Patients
When treating children, you must remember that the
child is the patient, but the parent is also important in such
interactions. Serious illness in children is overwhelming for
all parents, but even minor illness can be frightening. The fol-
lowing points are important to remember when you work
with children, especially in a healthcare facility environment:
• Find out where the child is most comfortable—on a
parent’s lap or on the fl oor playing with toys.
• Pay attention to the distance between you and the
child—many children like you to physically be at
their level.
• Work with the child using an unstructured, open
approach, perhaps even incorporating play during
your time with a small child.
• Take the child seriously and do not talk down to him
or her.
• Offer the child support and praise.
• A child may be more relaxed during a procedure if
you fi rst demonstrate the procedure on a stuffed ani-
mal so the child will know what to expect (Figure 7.6).
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Figure 7.6 Toys can make a child more comfort-
able during a medical examination.