How to Communicate Effectively with a Patient As a CNA

Last Updated: July 21, 2022 References

Effective communication plays an imperative role in any patient's health care experience, and a large responsibility of communicating and relaying information to a patient is the responsibility of a Certified Nursing Assistant (CNA). Communication is especially important in nursing for providing individualized and comprehensive care to each patient, and for their successful treatment outcome.^{[1]
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Research source} The following steps on verbal communication such as speaking and listening, non-verbal communication such as body language and gestures, and empathy in nursing will guide you in making a trustworthy relationship with your patient.

Part 1

Part 1 of 3:

Using Verbal Communication

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Introduce yourself. First impressions are important, and this is the very first moment where you must "win" your patient over. When you are meeting a patient for the first time, they will be wondering who you exactly are, so tell them what your job or title is.^{[2]
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- A standard way of introducing yourself is by saying: "Hi ___ (patient's name), my name is ____(your name), and I will be your CNA today. Is there something I can help you with?" Notice that it is important to address the patient by their name.
- Some patients may be confused about what a "CNA" is. Nurse assistant or aide are other perfectly fine words you can use instead of CNA for clarification.
- More than likely, you will be dealing with alzheimer's and dementia patients, so be especially considerate when explaining your role to them, and realize you may have to reiterate it more than once.
- At this point, make note of any of their special preferences. For example, you can ask the patient if they have a nickname they would prefer to be called. Paying attention to the small details and keeping them in mind will make the caregiver and patient bond strong.
2
Stop and listen to the patient. Communication is a two-way street, where most of communication happens without words, and it starts with listening. Only through listening are you able to assess the situation and the problems of the patient. Listening attentively will allow you to make sense of and respond to what you hear, but, more importantly, remember the information your patient told you.^{[3]
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- Firstly, allow the patient to articulate their words and tell you what is going on with them. Let them share their fears and frustration with you.
- Listen actively and ethically to what your patient has to say. It is best to not interrupt while they are talking and give your undivided attention so you are able to take note of important details.
- Reflect and repeat back in your own words or paraphrase what you heard your patient say. It ensures that you correctly interpreted their meaning, and so you don't mishear them and end up doing something wrong.
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3
Engage the patient using open-ended questions. Making small talk can lighten the situation and the patient's day, and it can help make them feel more comfortable overall.^{[4]
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- Ask general questions about their day, like "How was your lunch today?" or start conversations about other topics, such as things happening in the world or something the patient is passionate about.
- One question that should be avoided asking is "How are you?" This is because your patient will be in a nursing home or hospital, and more than likely they are there because of some sort of sickness or disease. So, although in your eyes it might be something nice to ask, they're not doing their best, and so they obviously will express that.
4
Explain thoroughly. Specific explanations are something that most patients will want, and as a CNA it is quite easy and takes little to no time to do as you'll be helping them with fairly basic and simple things - so take the time to do so.^{[5]
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Trustworthy Source
PubMed Central
Journal archive from the U.S. National Institutes of Health
Go to source}
- Remember that each patient has the right to know what you will be doing to them or helping them with, even if it is something very simple.
- When explaining, avoid using complicated medical jargon. Instead, speak in plain English so your patient can understand you better.^{[6]
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  Expert Source
  
  Vlad Gendelman, MD
  Board Certified Orthopaedic Surgeon
  Expert Interview. 17 July 2020.}
- If you need to use some sophisticated medical terminology that they may not be familiar with, be sure to expound on it more while you talk.

Part 2

Part 2 of 3:

Using Non-Verbal Communication

1
Recognize your patient has a need. As a CNA, most of your job will watching for call lights, which indicate that one or more patients needs assistance.
- It is important to provide or help them with whatever they need as soon as possible. If you are in the midst of something that you must finish, let the patient know.
- Avoid saying "I will be back in 'x' amount of minutes", as that usually doesn't happen. Instead tell them you will be there as soon as you can so they don't have to press their call light over and over.
- Communicate to your patient that you are on the way to help them by answering their call.
- Usually, ignoring a patient for greater than 10 minutes is unethical in most situations and breaks the trust between you and your patient.
- Remember that once you finish your task, it is your job to ensure that the patient is comfortable before you leave the room and it is in the same condition as when you walked in.
2
Provide privacy and respect. Different patients have different preferences, but some protocols are essential in making sure your patient feels as comfortable as possible. Knocking before entering the patient's room and closing their room curtain communicates to the patient that you care about their privacy and rights.
- Knocking is important because it lets the patient know you are about to enter their room - knock even if the door is open.
- Knocking and protection of privacy are also parts of showing common courtesy and respect.
3
Implement good body posture and physical distance. Standing straight, and talking with the patient with "open arms" entails good body posture. Stand face-to-face with the patient and within good hearing distance.
- "Open" body posture portrays a friendly and positive personality. Holding your head high, back straight, and feet spread wide can help in adding to your confidence as a provider.
- Engage the patient by using hand gestures, with the palms of your hands facing forward.
4
Maintain direct eye contact and positive facial expressions and tone. Eye contact shows that you are engaged, and your patient will adjust their behavior based on your facial expressions.
- Avoid staring or glaring at the patient, but still keep good eye contact.
- Smiling is also helpful under the right circumstances. Keep facial expressions appropriate for the context.
- Track your tone of voice. Your tone should be friendly, but also professional. Especially with older adults, it is important to not tone your voice down as if you were talking to a child. You must make sure you maintain a level of respect while talking with older patients.

Part 3

Part 3 of 3:

Using Empathy in Communication

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Monitor emotion. Sense the emotion that the patient you are dealing with is facing, and use it to see what is expected of you.
- Feeling and being able to share emotions is an important part of being a CNA. You must be able to deal with your own emotions and keep them within a certain boundary as you proceed through any difficult moments with the patient.
- You will feel emotions ranging from anxiety to joy. Sometimes the most challenging aspect is managing them. Seek feedback from others who have experience dealing with complex emotions to try and alleviate stress.
2
Use perspective. Begin to look at things through the eyes of your patient, as if you were in their shoes.^{[7]
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Trustworthy Source
PubMed Central
Journal archive from the U.S. National Institutes of Health
Go to source}
- Concern for the patient is dependent on your ability to care for them, and will allow you to engage with them in a way that will portray compassion.
- Perspective will allow you to identify not only the emotions of the patient, but help in understanding them better as a whole.
3
Respect and address the values and beliefs of the patient. You will work with patients who will have differing beliefs from you, and you should take this into account as you engage with the patient.
- Your main job is to provide the patient with basic nursing care, as well as comfort and safety. So, you should put differing opinions aside and keep an open perspective when possible.
- Learning more about what your patient believes, as well as how to respect those ideas, is an important facet in communication.
4
Portray kindness and compassion. If there is nothing more you can do, the one thing you can do is show kindness. It takes virtually nothing to be kind and is something already expected of you.
- Kindness and compassion builds a trust like no other. Whether it's through words, a smile, or your touch, it helps you and your patient be empathetic with each other.
- Feelings of love and kindness in addition to safety and confidence ends up being one of the most important things during a patient's recovery. ^{[8]
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Expert Q&A
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Question

How can I improve my communication with patients?

Vlad Gendelman, MD
Board Certified Orthopaedic Surgeon
Dr. Vlad Gendelman, MD is an Orthopaedic Surgery Specialist in Los Angeles, California. With over 15 years of experience, he specializes in general orthopaedic surgery, including orthopaedic trauma, sports injuries, and joint replacements. Dr. Gendelman holds a BS in Biology from the University of Southern California and received his Doctorate from the University of California at Irvine. He then completed his residency in Orthopedic Surgery at SUNY Downstate. Dr. Gendelman is board certified with the American Board of Orthopaedic Surgery and is a fellow of the American Academy of Orthopaedic Surgery. He is a member of the Los Angeles County Medical Association, the California Medical Association, California Orthopaedic Association, and the American Academy of Orthopaedic Surgery. Dr. Gendelman is a published author of multiple papers in the field of orthopaedic surgery.

Vlad Gendelman, MD

Board Certified Orthopaedic Surgeon

Expert Answer

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Make sure you explain things in terms that they'll understand, and avoid any medical jargon.