In this section : Palliative Care
Deactivation of Implantable Cardioverter Defibrillator
Palliative Care – How to Refer
Conversion Charts
Anticipatory ‘As Required’ Medications
Syringe Driver Chart
Scottish Palliative Care Guidelines
Breaking Bad News by Telephone
End of Life Diabetes Care
Fentanyl Patches in the Last Days of Life
Care in the Last Days of Life
Symptom Control
Home | Articles | Palliative Care |
Breaking Bad News by Telephone
Last updated 1st March 2022
It is widely recognised how important good communication is when breaking bad news of death. Telephone is not the preferred method of doing this because relatives may not have support to hand especially in times of the ongoing Covid crisis, but this may be the only option. The following is not a protocol but guidance only.
Communication
- Ensure space, privacy and time so you won’t be disturbed.
- Be clear about what you want to achieve – easier to measure if you have been successful. Consider what you want to say.
- Be honest if asked direct questions.
- Assess existing knowledge of the situation – allows a good understanding of what exactly needs to be communicated.
- Give information in small chunks which may allow it to be processed better and decrease likelihood of being overwhelmed.
- Check their understanding at the end and summarise.
Attention
- Don’t do other things eg walking around, emailing, writing notes
- Ensure privacy and make sure you won’y be disturbed
Listening
- Make sure you listen carefully
- Ensure quiet/private environment to make call
- Remember the person has no non verbal clues and no idea if you are nodding so you need to communicate verbally
- Relatives like staff who show concern and are caring but who also give them plenty of time to discuss things and ask questions
Language
- Don’t use medical jargon/terms
- Speak clearly, slowly and succinctly
- Check their understanding.
General Points to Consider
- Preparation is key. Where possible someone who knows the patient and family should make the phone call
- Write down important points before you make the call
- Give yourself a moment before you do it and call when you are ready.
- Be clear and concise in communication. Think about your tone of voice.
- Take your time and don’t be hurried.
- If you don’t understand something, ask.
- Listen carefully.
- Summarise the conversation so everyone knows what is expected of them.
Guidance from NHS Education for Scotland
Links
NHS Education Scotland; Coronavirus (Covid-19) learning materials for professionals
Talking About Covid-19 and Planning Ahead – Infographic 1 – Infographic 2
Vital Talk website – provides more detailed tips
Support Around Death (SAD) Website