How to Engage During Uncertain Times

How to Engagement with our Patients and Families During Uncertain Times

During this time of uncertainty many of us are reaching out to those we serve (patients, clients, families) with a phone call.  In many cases, these individuals may not be expecting our call and we may be catching them “off-guard”. We do not know how they are currently feeling when they answer the phone; scared, happy, sad, or hopeful. We are calling them in the middle of life.  

More than ever it is essential that we (Nurses, Care Managers, Family Advocates, Health Coaches, Social Workers, Community Health Workers, Navigators, Health Practitioners, Health Promoters), all of us, keep these principles in mind when working with people during these uncertain times.

The four basic processes in person centered conversation and motivational interviewing include:

Engagement – establish a mutually trusting and respectful, helping relationship

Focus – establish and maintain specific direction of the conversation: what is important, desired, needed

Evoke – elicit or pull out the why from the individual

Plan – the next step, SMART goal, concrete plan of action

The first and perhaps most important Principle:  The Power ofEngagement

Engagement is the process of establishing a mutually trusting and respectful helping relationship.  

~ Dr. William Miller

What is the foundational principle for making this phone call?

• Building and continuing a relationship.
• Listening to the needs of the patient/client.
• Planting seeds for connection with patient/client.
• Establishing rapport, engagement and helping them feel safe and secure talking to you.
• When a patient/client feels connected, safe and ready, they will want to continue to talk and work together to improve and maintain their health.

Throughout the phone call, thoughts to keep in mind:

• It is important how we approach the phone call: be positive, calm, uplifting, hopeful.
• Smile while speaking.
• Do not try to “sell” them something –  we provide services and resources they may be interested in and fulfills a need they have.  It is in our approach that makes all the difference.
• We do not want to assume that they are not managing their health well. Perhaps they are managing their health well. Perhaps they are managing their health better than they did when they were in at their last appointment.  
• Talk slowly and share thoughts in small chunks of information followed by a pause.  Individuals need to absorb and take in what you are saying especially as they may not be expecting your call.
• Reflect what they say (short reflection of a few words) so they know you are listening and not just talking.  Be a strong listener.

Possible talking points:

Is this Don Smith?  Hi, this is Amy Jones, I am a (nurse, care manager, family advocate) at the ___ (clinic, agency, etc.).  PAUSE. BREATHE. We at (name of your organization, clinic) care about your health and are reaching out to all our (patients, clients, families) to see how they are doing. PAUSE.  How are you? PAUSE.  BREATHE. Listen and reflect something that person said. 

Remember to talk slowly, introduce yourself, your credentials and where you are calling from.  PAUSE let the person take in the information.They need time to take in who you are and where you are calling from.

Listen and reflect several different times so the individual knows you are listening to them. This establishes trust, rapport, connection and engagement.

Once engagement is established, and not until, get to the FOCUS of the call. This could take 10 seconds to 2 minutes.   

Engagement goes beyond and deeper than an informal chat.

What is the purpose of your phone call or connection with the individual?  The first and most important initial process is engagement.Take time to establish this fundamental principle.

Coming together is a beginning; keeping together is progress; working together is success.

~ Henry Ford