Page 41 - ASCO Cultural Competency Toolkit

TEACH ASK TEACH OR TEACH-BACK METHOD
This method asks the patient to teach back to the clinician what they have learned during their visit in their own words. Some patients prefer this because it helps the patient to remember more information, increases patient satisfaction, and it can be done in less than 2 minutes.
Teach: explain findings and treatment in plain language. Convey to the patient that the aim of this method is to ensure understanding, not test knowledge.
Ask: “We discussed how styes develop and I want to make sure I explained the treatment options clearly. Would you tell me how you would explain the treatment options for a stye to your family member?”
Teach-Back: If the patient explains it well, no further action is needed.
If not, try to explain the issue using a different approach such as a drawing or video. Use the
Teach-Back method again to check for understanding. (SHARE approach, 2020)
Communicating Across Generations
It is known that salient patient communication is vital for an effective patient encounter. While each patient is unique, there are some generational differences to consider that may help eye care professionals better communicate with their patients. Experiences and social norms change over time, so what was once socially acceptable previously may be changing, resulting in differences in how we communicate. The following descriptions are broad generalizations and recommendations from a U.S.-based frame of reference. It is critical to remember that all patients bring with them a variety of intersecting identities and experiences, and therefore may not fit into the descriptions below. Clinicians should tailor their communication according to each patient to support building a trusting and respectful patient-clinician relationship.
People born before 1946 are often named “Traditionalists” or the “Silent Generation.” They generally value the level of service provided, and they rely on the clinician for health information. They generally prefer that the clinician talk with them directly, give eye contact, and give their full attention. It is helpful to be direct with formal conversation. Traditionalists may prefer a card in the mail to remind them of the appointment or a pamphlet discussing the diagnosis. Of note, our healthcare system is traditionally structured according to the expectations of the silent generation.
“Baby Boomers” are individuals born between 1946 and 1964. Sometimes, this generation is known for having more distrust of the healthcare system and clinicians than their predecessors. Typically, telling them what to do is less effective. They prefer to be more involved in the decision-making process and develop a partnership in their care. It is helpful to listen actively, give them options with advantages and disadvantages, and then ask for their opinion about what was discussed (Carroll, 2021), (Jimenez, 2022). Clinicians can connect with them using clear and easy-to-understand phone messages, emails, texts, and even telemedicine. They typically prefer upfront service estimates. The LEARN model may be more advantageous for this cohort due to the space given for acknowledging
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