SPX Talks: How to deliver bad news?
Watch the replay of our SPX Talk in Spanish on 11 December 2024 with Dr. Gemma Claret Teruel, deputy of the emergency department and of the simulation programme at the Hospital Sant Joan de Déu de Barcelona (Catalonia, Spain), in which she shares her work in simulation with actors for the development of relational skills, moderated by Patricia Ripoll, patient and founder of Fundación Visible.
“A review of the literature was conducted, professionals were consulted, and workshops with families were held to gain a comprehensive understanding of the specific needs of all parties involved when facing a complex diagnosis,” states Gemma Claret in the context of her SPX Talk.
Why is it essential to develop healthcare professionals’ relational skills?
Dr Gemma Claret Teruel, Deputy of the Emergency Department and of the Simulation Programme at Hospital Sant Joan de Déu Barcelona (Catalonia, Spain), leads the Primera Noticia project, aimed at improving communication of initial diagnoses and optimising the patient and family experience. The delivery of bad news is a critical moment that profoundly impacts families. In 2015, the need to enhance this process was identified, leading to the launch of this initiative.
The Primera Noticia project is built on a rigorous methodology, including a review of specialised literature, consultations with professionals and families, and the identification of a significant lack of training in this field. Workshops with families were conducted to assess their needs, revealing that not all patients require the same information or level of support.
As a result, structured support guidelines were developed, focusing on three key stages: before, during, and after the communication of a diagnosis. Co-design workshops were conducted with families and healthcare professionals, including not only doctors but also psychologists and mediators, to enhance the patient experience and ensure effective communication.
To implement these improvements, a training programme was developed in two formats: an online course for healthcare professionals and an in-person course based on the Bridge model of relational styles. Additionally, simulated scenarios with professional actors were introduced to help healthcare teams refine their communication skills, ensuring better preparedness for these sensitive situations.
This innovative approach, spearheaded by Dr Claret and her team, seeks to humanise patient care at Hospital Sant Joan de Déu, ensuring that diagnoses are delivered with empathy and professionalism. The combination of participatory methodologies, specialised training, and simulation tools has had a positive impact on the relationship between healthcare professionals and patients, establishing a more effective and patient-centred communication model.
Hospital Sant Joan de Déu Barcelona has published Spain’s first guide on delivering bad news, developed in collaboration with patient families. This manual provides recommendations on preparing for communication, such as selecting an appropriate setting and timing, as well as deciding which professionals should be present. It also offers tools to help healthcare professionals identify each family’s specific needs and guidance on addressing situations involving linguistic and cultural differences. The guide is designed for all healthcare personnel, including doctors, nurses, and social workers, emphasising the importance of communication as an ongoing process that begins before delivering the news and continues thereafter.
SPX Talks: Wednesdays for Patient Experience
The SPX Talks are short, free, online discussions with a key player in the field of patient experience, enabling you to find out more and exchange views on a range of subjects. Check out the schedule of upcoming guests on the SPX Talks page!
