If you can't visit an older patient

Communicating and engaging with an older person in hospital is important to their overall wellbeing, but sometimes you may be unable to visit in person. This may be because you don’t live close to the hospital, or perhaps because they cannot have visitors for medical reasons.

The following tips can help you offer meaningful support over the phone when can’t visit in person.

Tips for all conversations

Start by introducing yourself

Introduce yourself by name and explain your relationship to the person.

“Hi Brian, it’s your sister Margaret.”

Help set the scene

Early in your conversation, remind the person where they are, what day and month it is, and the time of day. It can also help to explain why you are calling instead of visiting.

“I’m sorry I can’t visit you at Fremantle Hospital this Tuesday morning – my car is being repaired.”

Focus on familiar things and memories to stimulate their mind

Talk about activities they enjoy, past funny or shared experiences, or update them on family, friends, pets or sports results. Describe where you are to help the person visualise familiar settings.

“I am at the cricket ground watching my son play – I often think about the fun we had playing cricket together.’

Remind them how to stay healthy in hospital

Encourage the person to keep busy during the day and to follow all safety advice.

“When you need to go to the toilet, use the call bell by your bed and wait until someone comes to help you.”

Smile!

Even when they can’t see your face, people can hear a smile in your voice.

Talking with a person who is agitated, confused or has delirium

Use a calm voice and reassuring words

“I can tell that you are scared. You are safe and in hospital where the staff can help you.”

Keep conversations and questions simple

Ask questions that only require a yes or no answer.

“Are you having a good day?”, rather than, “How are you?”

“Have you eaten anything today?”, rather than, “What did you have for lunch?”

Be a great listener

Remember to acknowledge their feelings.

If the person says they are not having a good day, you could say, “I’m sorry you are not having a good day. Is there anything we can talk about that might make you feel a little better?”

Be patient

Give the person time to process what you are saying and respond – don’t rush them.

Don’t correct them or dismiss their feelings if this makes them more upset

Instead, try asking questions or making statements to acknowledge their feelings.

‘You must miss your dog. She is looking forward to seeing you when you are feeling better. We are looking after her and she enjoys playing with our dog.’

If you have concerns after your conversation

If you notice changes in how the person is thinking or communicating, please contact the hospital and ask to speak to the ward shift coordinator.

More information

For Fiona Stanley and Fremantle Hospital patients

Email FSFHG Cognitive Care, or to speak with a Coordinator Cognitive Care at:

• Fiona Stanley Hospital, please call the Helpdesk on 6152 2222
• Fremantle Hospital, please phone the hospital switchboard on 9431 3333.

For Rockingham Peel Group patients

Please speak with the nursing shift coordinator or occupational therapist on the relevant ward by phoning:

• Rockingham General Hospital switchboard on 9599 4000
• Murray District Hospital switchboard on 9531 7222.

Find out more

Read more about how we can work together to provide safe, quality patient care.