Emotion cues are not always obvious, in fact studies show that clinicians often miss emotion cues altogether, especially subtle cues like distrust.
A common pitfall occurs when a patient or family member makes an emotional statement that sounds like a request for information, such as “Why is this happening!?”
Read through the scene to the right and click on the emotion cue from Sheryl that Dr. Olson mistakes for an information cue.
Great! Dr. Olson reacted to Sheryl’s request for “clear answers” by providing information from the neurologist. But Sheryl is too immersed in the anger and frustration of her “’Fast Pathway,” that giving more medical information only escalates her emotions further. In this situation, resist the temptation to convey more medical information, and instead help Sheryl calm her “Fast Pathway” down first.
Dr. Olson: Unfortunately, the infection caused severe swelling in his brain and poor drainage of his spinal fluid, which is why we had to put in the ventriculoperitoneal shunt.
Sheryl: I already know all of that! I have been here every day since he got sick. I still don’t feel like I'm getting any clear answers, I’m reaching my breaking point because I don’t know what’s going to happen next!
Dr. Olson: Why don’t we review the information we got from the neurologist.
Sheryl: Yes I thought that’s what we were here to talk about.
Dr. Olson: Well, the neurologist says the tests show a very low chance that he’ll wake up and even if he does wake up, it’s extremely unlikely that he’ll ever be able to live independently.
Sheryl: Well what exactly are you suggesting?
© 2016 University of Washington | School of Nursing | L&IT Learning Technologies | Palliative Care Training Center.
Caroline Hurd, MD,
Lindsay Gibbon, MD,
Anthony Back, MD
