Communicating with Healthcare Providers: Questions to Ask and Information to Share
When caring for an elderly loved one, effective communication with their healthcare providers is essential to ensure they receive the best possible care, and that you are fully informed about their health and treatment options.
Mama took the lead during her time with her doctor. After observing their interactions, I realized she did not fully understand her medical conditions, prognosis and treatment plan.
As a result, her medical conditions were poorly managed.
Our Journey | Before Mama came to live with me, she managed all of her healthcare needs independently, including scheduling and attending her medical appointments and handling health insurance issues. After she began living with me, Mama appeared relatively capable of continuing to manage her own health care needs. I accompanied her to medical appointments and she took the lead during her time with the doctor. After observing their interactions, I quickly realized Mama did not fully understand her medical conditions, prognosis, and treatment. As a result, her medical conditions were poorly managed.
There were a few key problems. First, despite wearing a hearing aid, my mother struggled to hear much of what was being communicated to her. Her healthcare providers were unaware of this because she appeared responsive to their questions. Second, she rarely asked questions about her condition, treatment, or other important factors. This left gaps in her understanding and care. Third, my mother often minimized or was hesitant to disclose any new symptoms or concerns, seemingly out of fear of “disappointing” her provider. Fourth, she placed her healthcare providers’ on a pedestal, seemingly viewing them as infallible, and placed blind trust in their care.
Recognizing these problems, and with my mother’s consent, I decided to take a more active role in managing her healthcare needs. One of the most valuable tools has been effective communication with her healthcare providers.
Here are some tips on how to communicate effectively with healthcare providers, along with key questions to ask and important information to share.
Effective Communication with healthcare providers has been a valuable tool in managing my mother’s healthcare needs.
Prepare for the Appointment
Create a Health Summary: Before the appointment, prepare a summary or update your loved one’s health history, including current medications, allergies, past surgeries, chronic conditions, and recent health changes (both positive and negative). This will help the healthcare provider get a comprehensive view of your loved one’s health.
List of Symptoms and Concerns: Make a list of any symptoms or health concerns that have arisen since the last visit. Note down when they started, how often they occur, and any factors that seem to worsen or alleviate them.
Prepare your Loved One for the Appointment: Ask them about any questions or concerns they have regarding their health. Remind them of the importance of of being honest with their healthcare provider about their symptoms and concerns. Tell them to share with the provider if symptoms have improved, or worsened. Reassure them of your support.
Questions: Write down any questions you have in advance. This ensures you cover all your concerns during the appointment and don’t forget anything important.
Copies of Provider Summaries: Have copies of healthcare summaries from other health care providers since your last visit.
Use Technology (Provider Portal): Most healthcare providers will send you information to register for their portal, providing convenient access to your loved one’s health information. Through the portal, you can effortlessly schedule appointments, send messages to your healthcare provider, and prepare for upcoming visits by completing tasks such as signing consent forms, updating medication and symptoms, providing insurance details, and making payments…all at your fingertips.
PROTIP: Managing multiple portals for yourself and your loved ones, each with its own user IDs and passwords, can be overwhelming. To stay organized, keep a log of each portal and store it securely. Another helpful tip, is to print and place the most recent summary or test results from each provider to your loved one’s Medical Folder for easy reference during appointments.
Check out our downloadable Medical Toolkit to help you organize your information and prepare for your loved one’s medical appointment.
During the Appointment
Be Honest and Detailed
Ask for Clarification
Ask Key Questions
Take Notes
Be Honest and Provide Details:
Provide thorough and accurate information about your loved one’s health, lifestyle, and daily routines. Encourage your loved one to share information about how they are feeling, symptoms, concerns. Be sure to encourage them to provide information on improvements in their health as well. The more information the healthcare provider has, the better they can tailor their advice and treatment plans.
Ask for Clarification:
If the healthcare provider uses medical jargon or explains something you don’t understand, ask for clarification. Make sure that you and your loved one fully understand the diagnosis, treatment options, and any instructions given.
Ask Key Questions:
General Health
Can you explain the current status of their overall health?
Are there any changes in their health since the last visit? Any concerns?
What are the most important things we should be monitoring at home?
Is there anything specific you need us to track or report before the next visit?
Are there any new tests or screenings recommended for their age and health condition?
Diagnosis and Prognosis:
What were the results of the last lab work, other tests?
What is the purpose of the test being ordered?
How soon should we expect to get the results?
Will we need to come in for the results?
What is the diagnosis, and what are the possible causes?
What is the expected progression of this condition?
Are there any additional tests needed to confirm the diagnosis?
Do you have a recommendation regarding specialists?
Treatment Options:
What are the available treatment options?
How will this treatment manage my condition? Symptoms?
What are the benefits and risks of each treatment?
Are there any side effects or interactions with current medications?
Medications:
What is the purpose of each medication?
How and when should the medication be taken?
Are there any potential side effects or interactions with other medications?
Are there food that they should stay away from while taking the medication?
Are there any alternatives or generics that might be more cost-effective?
Questions About Care Coordination:
Have you communicated with (specialist) since their last visit?
Are there any recommended changes in their treatment as a result?
How can we ensure all their healthcare providers are communicating effectively?
Is there a care plan in place, and can we get a copy?
Lifestyle and Home Care:
Are there any lifestyle changes that could help manage the condition?
What dietary recommendations should be followed?
Are there any specific exercises or physical activities that are beneficial?
Referrals:
Ask or follow-up on referrals for specialists, if not offered that your loved one may benefit from? (i.e., physical/occupational therapy, social worker)
Ask about prescriptions for devices, equipment? (i.e., wheel chair, glucose monitoring, etc.)
Follow-Up and Emergencies:
When should the next appointment be scheduled?
What signs or symptoms should prompt immediate medical attention?
What is the best time to call with any follow up questions?
How long should we expect for a return call?
How can we reach you or another healthcare provider in case of an emergency?
Take Notes:
Bring a notebook , use a notes app on your phone, or our downloadable Medical Toolkit to jot down key points during the appointment. Some healthcare providers may provide a written summary of the appointment. This helps you remember important details and follow up on recommendations later.
After the Appointment
Review Your Notes and the Provider Portal:
Review your notes or any medical summaries from the provider. Log in to the Provider Portal and review new information. Discuss with your loved one to make sure they understand any new recommendations, follow up needed. Make sure you and your loved one understand the healthcare provider’s recommendations. If you have any lingering questions, call the provider’s office for clarification.
Follow up with Referrals to Other Providers/Specialists:
Make appointments timely. You may want to check with your loved one’s insurance regarding any deductible costs and recommendations.
Implement Changes:
Follow through on any lifestyle or treatment changes recommended by the healthcare provider. This might involve adjusting your loved one’s diet, exercise routine, or medication schedule.
Monitor Progress:
Keep track of your loved one’s symptoms and overall health. Note any changes, improvements, or new concerns, and report these to the healthcare provider at the next appointment. Be sure to check in with your loved one often.
Share Information with Other Caregivers:
If there are other family members or professional caregivers involved in your loved one’s care, share the information you’ve gathered to ensure they are on the same page and can provide consistent care. Create a shared care plan or use our Medical Toolkit that includes:
The health summary
Medication list and schedules
Care instructions and routines
Emergency contact information
Upcoming appointments and follow-up plans
Remember, you are your loved one’s advocate, and staying informed and proactive is key to their well-being.
By preparing thoroughly, asking the right questions, and sharing critical information, you can help your elderly loved one receive the best possible care.
