4.4


A 1 Answers Empathy Communication Personal relationships


I understand your situation.


Tell me how you feel.


I’ll send you an email with the information before 5 p.m. today.


Can I help? Do you have difficulty completing this form?


What are you worried about?


You don’t understand? Let me explain that to you again.


A 2 Answers Students’ own answers.


B Answers & Transcript 26


My talk / is about the three aspects / of patient centred care. // The three aspects are / personal relationships, / communication / and empathy. // All of the aspects / are important. // A successful healthcare organization / usually focuses / on all three. //


For example, / Livinia Medical Centre / publishes a newsletter. // Patients can read / about treatments / and read stories / about other patients. // The medical centre / also trains nursing staff / to build personal relationships / with their patients. //


All workers at Livinia / have training / and learn to show empathy / to their patients. // OK, / any questions so far?


4.5


A Possible answers


make an impression remember a name ask for somebody find out information smile happily wear a uniform have a chat discuss someone’s treatment talk about family life be friendly


We don’t have to tell anyone else.


B Answers


Let’s ask your partner to come to the next appointment.


Can we think about these problems together?


12 anything, but patients want you to try. 3 patients feel responsible. Patients want 1 Patients want good treatment. But what 10 for the problem. Then you should try to 9 medication. You should apologize 5 a list or a number in a patient 2 is good treatment? Firstly, good treatment makes 11 correct it. Sometimes you can’t do 6 file. Secondly, good treatment tries to


7 think through problems. Sometimes something goes


4 to be part of their treatment. They are not just a name on


8 wrong with an operation or with


C Answers


1. Patients in hospitals want good healthcare. 2. Public and private patients want hope and a future. 3. They buy solutions to a health problem. 4. Patients in your care often have special needs. 5. They only have a short time in your care. 6. You, the doctors and the patient, must solve the problems quickly.


7. Patients are also using your hospital to rest after operations.


8. Remember: illness can spoil a patient’s life.


4.6 A Answers


1. Healthcare surveys often ask patients questions about their preferences.


2. The answers give healthcare organizations basic information about patients.


3. Hospitals use patient surveys to make their services better.


4. For example, Lismore Hospital asked hundreds of patients and their families about transport to the hospital.


5. Many patients wanted taxis to the hospital from home. 6. Lismore Hospital organized transport for some patients from many towns in the area.


163


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