Communication at diagnosis of venous thromboembolism: Lasting impact of verbal and nonverbal provider communication on patients

BACKGROUND: Establishing trust and effective communication can be challenging in the emergency department, where a prior relationship between patient and provider is lacking and decisions have to be made rapidly. Venous thromboembolism (VTE) represents an emergent condition that requires immediate decision making. OBJECTIVE: The aim of this paper was to document the experiences, perceptions, and the overall impact of health care provider communication on patients during the diagnosis of VTE in the emergency department. METHODS: This was a qualitative method study using semistructured interviews to increase understanding of the patient experience during the diagnosis of VTE and impact of the health care provider communication on subsequent patient perceptions. RESULTS: A total of 24 interviews were conducted. Content analysis revealed that certain aspects of health care providers’ communication—namely, word choice, incomplete information, imbalance between fear over reassurance and nonverbal behavior—used to deliver and explain VTE diagnosis, treatment, and prognosis increases patients’ fears. CONCLUSION: These interviews elucidate areas for improvement of communication in the emergency care setting for acute VTE.