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BPGs in Action

Person- & Family-Centred Care

Tools & Resources
Context & Considerations
PPE
Virtual Care
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Tools & Resources

The PAUSE Approach to Care

P

Participate in Reflective Practice

A

Actively Listen

U

Unpack & Share Knowledge

S

Seek Feedback

E

Engage in Customized Care
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Context & Considerations

Advocacy

Sometimes, providing person-centred care requires that the nurse advocate for the person to ensure their health care needs are met.

Suspending Judgement

Recognize the need to acknowledge without judgement the person’s views, beliefs, sexual orientation, spirituality, religion and culture as part of what makes the whole person.

Being Ready to Receive Care

Accept that the person may not be ready to receive the care and information you are offering, allow them the time and opportunity to access health resources when they are ready and feel empowered to do so.

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PPE

Overcoming the PPE Barrier

Wearing PPE can create a barrier between you and your client, making it more difficult to establish a relationship. To overcome this challenge, consider the following:
  • Print a large name tag (4 x 6 inches) with your name, job title and a photo of yourself (not wearing a mask). This will allow clients to connect more easily with you and will help them distinguish between their healthcare providers.
  • Speak to clients at eye level so that they can see your eyes. This will humanize your interactions.
  • Modify your speech so that clients can hear you. This might include increasing your volume, slowing down your speech, and carefully articulating your words.
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Virtual Care

Virtual Etiquette

  • Conduct virtual sessions in a confidential environment.
  • Remove visual distractions behind you.
  • Place camera at eye level and look directly into the camera when possible. This shows clients you’re listening and paying attention.
  • Ensure your ID badge is visible.
  • Be punctual & prepared — gather all relevant patient information prior to starting the session.
  • Ask to be introduced to everyone present in the room, including people who may be off camera.
  • Mute your microphone when you’re not speaking.

Conducting Virtual Care Sessions

To keep virtual conversations organized and productive, create a conversation framework or agenda. You can keep this visible on your computer desktop to refer to during the session. Try to keep agenda items to those with the highest priority.
Acknowledge that clients may feel disappointed that their appointment is being conducted virtually by saying something like “I wish we could be meeting in person.”

Some topics of conversation are difficult to initiate in virtual settings. Ask your client’s permission to discuss difficult topics or when transitioning to new topics.

Providing emotional support to clients can be more challenging in virtual environments. Virtual care may make it harder to read clients’ emotions and demonstrate empathy for them. We’re also not able to use non-verbal supports like touch. To overcome these challenges:

  • Watch and listen for signs your client may be upset, like crying, long pauses or repeating questions
  • Use nodding as a way to show clients you’re listening, even if you may be silent
  • Provide space for the client to express themselves by pausing and waiting for them to speak
  • Take regular pauses to check-in with clients, and ask them for permission to go on with the conversation
During virtual care, issues can arise that make conveying information to clients more difficult (e.g. technical issues, sound quality, memory/comprehension). At the end of the virtual care session, check in with your client to ensure they understand the information you’ve provided. Give them the opportunity to ask questions to clarify anything they may not understand. It may also be helpful to provide additional materials for clients to review on their own time.

Technical Tips

When your voice echoes or reverberates in the room it can make it harder for clients to hear you during video calls. Here are a few ways you can improve sound quality:
  • Use headphones with a microphone (instead of the microphone on your computer) to ensure clear sound quality
  • Test the sound quality of your equipment before appointments, as some equipment can produce unwanted hissing or static noises
  • Place pillows or blankets around your computer area to help “dampen” the sound and reduce echoes, making it easier for clients to hear you
Use books or a box to raise your computer monitor up to eye level – this will allow you to look directly at the camera (instead of the screen). Make sure your face is in view and framed in the centre of the screen so that clients can see your facial expressions clearly.
Make sure you’re well-lit. To do this, sit in front of a light source so that the light is directed at your face. Avoid sitting with your back to a window or other light source – this will cause you to be “back-lit”.
Icon of wrench and screwdriver symbolizing tools
Tools
Symbol of landscape photograph to signify context
Context
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PPE
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Virtual Care
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This website was developed by a team of researchers at the Daphne Cockwell School of Nursing at Ryerson University. The purpose of the site is to provide supplementary resources for implementing RNAO’s Best Practice Guidelines. Some information about the best practice guidelines has been collected directly from the RNAO BPG website. We have done our best to ensure accuracy, however some discrepancies may occur. For official, up-to-date information about the best practice guidelines, please refer to the RNAO website.