While the unit described possible communication barriers you might experience as a medical assistant, another way to look at situations where communication becomes challenging is to see them as more of a communication variant and less of a barrier that might seem impossible to overcome. When you are in a situation where the patient’s preference of language, learning style, or accommodations for a disability change your usual mode of communication, that’s okay! In fact, it’s to be expected, as you will be interacting with many different patients in the course of a day. Part of your role is to put the patient at ease, so responding to their communication patterns with respect and encouragement and adapting to their preferences are key to professional interactions.

Question

Let’s practice!

Step 1: Read the Scenarios
Here are the scenarios you are going to analyze:

Brianna is a white patient who has come for one of her routine OB visits; she is in her third trimester. You expect Brianna to be looking forward to the birth of her child, but when you ask her casual questions as you walk her back to her patient room, Brianna responds in short, quiet phrases. You notice that Brianna usually comes to her appointments with her partner or a friend, and today she is alone, so you ask whether Brianna would like to wait for them to come. Brianna says that no one could get off work to come with her.
Ray and his son Laurent come for a pediatric visit. Laurent is five years old. Ray and Laurent have recently moved to the United States from the Democratic Republic of the Congo. You know from previous visits that they speak a number of languages, including French and Lingala. Laurent has been learning English in school; likewise, Ray has been learning English on the job. You speak a little French but not enough to speak fluently on medical issues.
Ashanti is a Black teenager with autism. She comes in for a routine well visit, accompanied by her mother. Ashanti shows signs of being comfortable in her mother’s presence even though she doesn’t make direct eye contact with you or her mother.
Step 2: Analyze
Each of these scenarios includes more than one communication adjustment that you need to accommodate.

In a word processing document, create three sections, one for each patient. Then, for each patient, answer the following:

Summarize the key facts about each patient that might require communication adjustments. These key facts could include information about their communication style, learning style, identification of any physical or mental disabilities, and language differences, among others.
Identify your assumptions or biases about these three patients. Remember, bias is not always negative! As part of this step, identify any categories of adjustment mentioned in the unit that this patient might represent.
Write two to three questions you can ask this patient or their guardian regarding your assumptions and the data you gathered from the scenarios to help you know what communication accommodations to make.
Consider the different patient care decisions that might need to be made in these scenarios. Explain how various multicultural values can affect patient care decisions for each of these patients.
Step 3: Reflect
After your analysis of these patients, write a reflection about this process. What parts of this process interested you most or surprised you? What did you learn about patients, communication, and assumptions and adjustments that need to be made in order to communicate well?

Submit your document.

Answer 1

Communication Adjustments Analysis

Patient 1: Brianna

Key Facts:

• Brianna is in her third trimester of pregnancy and is attending a routine OB visit.
• She typically comes to appointments with someone else, but today she is alone.
• Brianna responds in short, quiet phrases, indicating possible discomfort or anxiety.
• No one could come with her today, suggesting feelings of isolation or lack of support.

Assumptions/Biases:

• I may assume that Brianna is excited and comfortable discussing her pregnancy, but her quiet demeanor may challenge that assumption.
• I may view her lack of companion as a sign of emotional or social difficulties, which may not reflect her actual situation.
• Categories of adjustment: emotional support needs and anxiety accommodation.

Questions:

1. Brianna, how are you feeling about your pregnancy today? Is there anything specific you’d like to discuss?
2. Would it help you to have some time to gather your thoughts, or is there someone you’d like to video call during your appointment?
3. Are there any particular concerns or questions you have that I can assist you with today?

Multicultural Values and Patient Care:

• Understanding Brianna's potential emotional state may lead to a more supportive caring approach.
• Sensitivity to her isolation might prompt me to create a more welcoming environment where she feels comfortable sharing.
• It’s important to validate her feelings and involve her in decision-making about her care.

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Patient 2: Ray and Laurent

Key Facts:

• Ray has recently moved to the U.S. from the Democratic Republic of the Congo with his son, Laurent, who is five years old.
• They speak multiple languages, primarily French and Lingala, while Laurent is learning English in school and Ray is learning at work.
• Communication may require simplified language or the use of visual aids.

Assumptions/Biases:

• I might assume that Ray and Laurent understand medical vocabulary in English, which may not be the case.
• I may unconsciously view their reliance on their cultural background as a barrier rather than a strength or a resource.
• Categories of adjustment: language differences, cultural sensitivity, and learning styles.

Questions:

1. Ray, would you prefer to communicate in French or Lingala during this visit?
2. Is Laurent comfortable speaking English, or would it help him to practice with questions in French?
3. Are there any cultural practices or considerations that we should be aware of during this visit?

Multicultural Values and Patient Care:

• Recognizing their linguistic and cultural background can allow for tailored communication.
• Respect and acknowledgment of their previous environments can enhance trust and cooperation.
• Consideration of cultural health beliefs could inform treatment discussions and decisions.

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Patient 3: Ashanti

Key Facts:

• Ashanti is a Black teenager with autism who is attending a routine well visit with her mother.
• She shows signs of comfort with her mother but does not make direct eye contact.
• Communication methods may need to be adjusted to include visual aids or alternative communication methods.

Assumptions/Biases:

• I may assume that Ashanti's lack of eye contact indicates disinterest or disengagement, yet it may simply be a characteristic of her autism.
• I might unintentionally focus more on her mother's needs and overlook Ashanti’s capabilities to express herself.
• Categories of adjustment: neurodiversity and emotional support needs.

Questions:

1. Ashanti, how do you prefer to communicate during your visit? Is there anything that makes you feel more comfortable?
2. Would it be helpful if I provided written information for you to refer to during the appointment?
3. Is there a particular way you’d like us to approach discussing your health today?

Multicultural Values and Patient Care:

• Understanding Ashanti's autism can guide how I communicate and engage with her.
• Valuing her unique communication preferences fosters a partnership in her care.
• Recognizing the role of family support in healthcare decisions is essential.

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Reflection

Navigating these scenarios highlighted the complexity and richness of patient communication in healthcare. The emphasis on seeing potential communication challenges as variants instead of barriers was particularly eye-opening. I was surprised to realize how much our assumptions can cloud our judgment and how important it is to approach each patient as an individual with unique needs and preferences.

This process reinforced my understanding that communication is not only about the words exchanged but also about the emotional and cultural contexts surrounding those words. By actively seeking to understand each patient’s perspective, I can create a more inclusive and supportive healthcare environment. It also emphasized the importance of adapting my approach to various situations, which can enhance trust and outcomes in patient care.

In future practice, I will be more deliberate in asking questions that validate patients’ preferences and experiences, ensuring that I am an ally in their healthcare journey. This reflective practice will undoubtedly serve me in fostering more effective and compassionate patient relationships.