Difficulties in communication

Palliative and end of life care (Care homes & care at home)
Macmillan Cancer Support

Daily care - practical tips for good communication

Be sincere, friendly, firm and warm.

Be positive and encouraging.

Be honest.

Demonstrate that you are listening.

Use the person’s name.

Accept the person as he or she is and try not to judge.

Respect confidentiality.

Respect the person, his or her level of comfortable social interaction, and their need for space and control.

Ask only one question at a time and keep language clear and simple.

Ask for co-operation.

Acknowledge strengths and skills and recognise achievements.

Demonstrate tasks, repeat steps when necessary and teach skills progressively.

Be patient & allow time.

Obstacles to communication

Obstacles to communication can include:

  • The person’s mental condition or cognitive abilities– e.g. dementia or learning disabilities.
  • Physical conditions such as hearing impairment, stroke, brain tumour, motor neurone disease or tracheostomy (tube in the windpipe) can affect people’s ability to speak, but they can often understand what others are saying.
  • Emotional obstacles which may come from the person or from their family and relatives.
  • Language – For many people, English is not their first language.
  • Physical strength – people in palliative and end of life states may not have the physical stamina to sustain a conversation.

People can become frustrated and angry when they cannot communicate and may express this towards family and carers.

To help people with dementia

The following are useful support materials to help people with dementia to communicate and participate:

  • ‘This is Me’ is a tool to help those with dementia communicate with health and social care professionals developed by the Alzheimer’s society.

To help people whose first language is not English

The Marie Curie Support Line (0800 090 2309) provides practical information and emotional support to people affected by terminal illness in over 200 different languages via an interpreter.

Macmillan Cancer Support has a range of leaflets about cancer in other languages.

Things not to do

For good communication, try to avoid the following:

Filling silences with unnecessary chatter or music.

Demanding or forcing people.

Overwhelming with friendliness.

Overwhelming with choices.

Treating people as children or giving out praise where it is not due.

Rushing or hurrying people

Showing frustration.

Telling people ‘I know how you feel.'

 

Copyright information

Some elements of this section are summarised and adapted from Macmillan Foundations in Palliative Care (FIPC) materials 2020, published by Macmillan Cancer Support, 89 Albert Embankment, London SE1 7UQ, United Kingdom. © Copyright Macmillan Cancer Support 2020, produced by the Digital Health & Care Innovation Centre (DHI). Macmillan Cancer Support accepts no responsibility for the accuracy of the content, which is based on UK practice and guidelines at the date of UK publication; nor for the context in which the content is published; nor for any adaptations made for local use. The content as published in this app/website is solely the responsibility of the Digital Health & Care Innovation Centre, Inovo Building, 121 George St, Glasgow G1 1RD.