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Central Touch Interaction

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There were a range of interactions observed between staff, patients and families/carers within the department as noted in appendix 2 sections 5-8. A central touch point was interactions with the department’s reception staff. The receptionist was heard on more than one occasion providing reassurance to parents and carers. The calmness of her approach visibly reduced expressed anxieties. This in turn positively impacted on the ambiance of the department which always felt calm even though children where active and playing. During a telephone conversation respect for patient/family preferences was observed. This is another dimension of patient centred care identified by the Picker Institute. This interaction also demonstrated compassion and empathy

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