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The Teach-back Communication Method

The Teach-back Communication Method. An ‘Always Event’. Objectives. Have increased confidence and conviction to use teach-back and plain language Demonstrate competency using teach-back and plain language Utilize teach-back and plain language with patients, families and caregivers.

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The Teach-back Communication Method

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  1. The Teach-back Communication Method An ‘Always Event’

  2. Objectives • Have increased confidence and conviction to use teach-back and plain language • Demonstrate competency using teach-back and plain language • Utilize teach-back and plain language with patients, families and caregivers

  3. Teach-Back Review https://www.merckconnect.com/static/pdf/TeachBack.pdf

  4. What is the Teach-Back Technique? (page 3) • Teach-Back is a communication technique used to help patients remember and understand the important information regarding their diagnosis, treatment, or medication. • It involves asking patients to recall and then explain or demonstrate the important information discussed during an interaction with their healthcare team https://www.merckconnect.com/static/pdf/TeachBack.pdf

  5. Why Use the Teach-Back Technique? (page 3) What’s she saying? I sure hope my wife is getting this. Blah blahblah, blah blah. Any questions? • Poor communication between healthcare providers and their patients is a common problem. No, sounds good to me. https://www.merckconnect.com/static/pdf/TeachBack.pdf

  6. Discussion • Who dislikes taking their cell phone/laptop in for repairs? Or maybe your car in for service? Why?

  7. Poor Communication Factors (pages 3 and 4) https://www.merckconnect.com/static/pdf/TeachBack.pdf

  8. How Do You Teach-Back? (page 5) https://www.merckconnect.com/static/pdf/TeachBack.pdf

  9. Open Ended Question Examples - Medications (page 5) • Tell me in your own words how you will take this medicine at home. • When you get home, how many pills will you take? What time will you take them? • What are some of the side effects to watch for with this medicine? • What should you do if the side effects become severe? • Tell me when you should refill this prescription. • Please show me how you will use the glucose meter. • When during the day should you take your medicine? • Because you have to take several of these pills, what will you do if you miss one of your doses? • When is the best time for you to monitor your blood sugar level? Show me how you will do that. • Please tell me how many other medicines you are currently taking and when you take them during the day https://www.merckconnect.com/static/pdf/TeachBack.pdf

  10. Common Mistakes (page 6) • Quizzing the patient at the end of the examination or conversation • Using medical jargon, highly technical terms or language that you think the patient will have difficulty understanding • Appearing rushed, annoyed or bored during these efforts • Asking patients questions that require only a simple yes or no answer, such as: • Do you understand? • Do you have any questions? • Do you know how to use the device? • Do you know when to take this medicine? • Are we clear on the treatment steps? https://www.merckconnect.com/static/pdf/TeachBack.pdf

  11. Essential Teach-Back Elements • Did the educator… • Use a caring tone of voice and attitude? • Display comfortable body language, make eye contact, and sit down? • Use plain language? • Ask the patient to explain in their own words what they were told to do about: • Signs and symptoms they should call the doctor for? • Key medicines? • Critical self-care activities? • Follow-up appointments? • Use non-shaming, open-ended questions? • Avoid asking questions that can be answered with a yes or no? • Take responsibility for making sure they were clear? • Explain and check again if the patient is unable to use teach-back? • Use reader-friendly print materials to support learning? • Document use of and patient’s response to teach-back? • Include family members/caregivers if they were present? http://www.teachbacktraining.org/assets/files/PDFS/Teach%20Back%20-%20Observation%20Tool.pdf

  12. Plain Language Review http://www.youtube.com/watch?v=XiBZjpy3ibs

  13. Plain Language Activity • Form groups of 2-3 people • Complete Teach-Back – Plain Language Practice Worksheet • You have 10 minutes

  14. Practice: Plain Language - 1 Resource: Plain Language Medical Dictionary University of Michigan http://www.lib.umich.edu/plain-language-dictionary

  15. Practice: Plain Language - 2 Resources: Plain Language Medical Dictionary University of Michigan http://www.lib.umich.edu/plain-language-dictionary

  16. Discussion • How can you use plain language? • Which terms were the most difficult to make into plain language?

  17. Teach-Back Activity • Forum groups of 3-4 people • Roles – Rotate during activity • Educator – Provides education utilizing teach-back skills and technique • Patient – Receives the education and is asked to teach-back what was learned. • Coach/Observer – Provides coaching and feedback • Family/Caregiver (if >3 per group) – Receives the education and provides teach-back with the patient

  18. Teach-Back Activity • Use Teach-Back Observation Tool • {INSERT INFORMATION ON EDUCATION TOPIC(S)} • 5 minutes for education/teach-back followed by 5 minutes discussion with coach/observer • Rotate and repeat http://www.teachbacktraining.org/assets/files/PDFS/Teach%20Back%20-%20Observation%20Tool.pdf

  19. Discussion • How did you feel as you rotated through each role? As a patient? Educator? Observer/Coach? • What was easy? What was challenging?

  20. Wrap Up • Complete the Conviction and Confidence Scale http://www.teachbacktraining.org/assets/files/PDFS/Teach%20Back%20-%20Conviction%20and%20Confidence%20Scale.pdf

  21. Discussion • We’ve covered a considerable amount of information today, and I want to make sure that I clearly explained the value of teach-back. What benefits does utilizing teach-back provide patients/residents? • What 2 or 3 things can you take from what you have learned about the teach-back technique and start applying today?

  22. Implementation Plan • {INSERT information on your organization’s next steps with teach-back} • Consider • Roll out • Measurement • Celebration

  23. Discussion • How will you incorporate teach-back into your care for your patients/residents?

  24. Thank You! FINISH LINE!!!

  25. Contact Information This material was prepared by the Great Plains Quality Innovation Network, the Medicare Quality Improvement Organization for Kansas, Nebraska, North Dakota and South Dakota, under contract with the Centers for Medicare & Medicaid Services (CMS), an agency of the U.S. Department of Health and Human Services. The contents presented do not necessarily reflect CMS policy. 11S0W-GPQIN-ND-C3-79/1116 (Revised 09/19) Add Your Contact Information

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