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Irish Hospice Foundation
Toolkit for Compassionate End-of-Life Care
Step 4: Acknowledge the shock •
Even if the news was anticipated, hearing the confirmation can be a shock. It is important to acknowledge the emotional impact of the news - “It is understandable if this news comes as a shock.” • Give the person time; allow a silent pause. • If there is another person with them, offer to speak to them. If they are alone ask them if there is anyone else they would like you to call. • Deal with the person’s concerns before you deal with questions of detail: “What is your biggest concern right now?”
Step 5: Plan for the future •
Give a clear plan as to what will happen next. Depending on the circumstances and on how the person responds to the news, it may be appropriate to discuss treatment options, though it is generally better to plan a discussion of further options at another time. • Offer to meet relatives or others with the person. ey might be worried about how they are going to tell others the news. Always make sure you have the person’s permission before giving information to others. • Find out if there is anyone in particular the person would like to talk to, for example, a social worker, or pastoral care. • Avoid phrases like “there’s nothing more we can do” - a better way is to say something like “ ere isn’t any specific treatment to make your illness go away, but there is a lot we can offer to help you to cope.” • Provide the name and phone number of a support person they can call if they have further questions. • Stay on the phone until the person indicates that they are ready to end the conversation. • Document the details of the discussion, using the same language used in the conversation, and the follow-up plan in as much detail as possible.
Communication 2
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