Definition of a Phone Visit:
A phone visit can include phone, SKYPE, WhatsApp, Facetime or other electronic platform depending on what makes sense for you and the individual.
Consent:
Because spiritual care visits are traditionally provided in-person, it is important to obtain explicit consent to hold the visit by this alternative means and to document that consent was obtained from the patient/family member.
Two Scripts Included In this Guideline:
A. Referral made by patient, family member or
staff member (non-emergency) –
B. On-Call Emergency (usually involving
end of life situations) –
Preparing for a Phone Visit:
As much as is possible and reasonable:
If speaking with the nurse before the patient you might ask - What do I need to know about their health status today? - Do they have any hearing or speaking impediments? – is there anything else I need to know before I make this call? - Who are their emergency contacts?
A. General Script: For referral or patient-generated request
Introduction:
Hello, is this [patient name]?
If the person who answers the phone is NOT the person you have been asked to speak with…
·
See
suggested script on page 3
If the person who answers the phone is the person i.e. “Yes, this is (patient name):
“Hello [name]. My name is [name]. I’m from the Spiritual Care Department. I am not calling with any medical or urgent news. I’m part of the team that provides emotional and spiritual support to patients and families. Is now a good time to chat for a few minutes?
If the person says this is NOT a good time:
No worries. I will call you back at a later time. Is there a time of day that works best for you? OK. I will try to call you back at that time. If you find you could use some spiritual or emotional support in the meantime, ask you nurse to contact me. Otherwise, I will talk with you soon.
If they say “Yes this is a good time,” continue below.
Wonderful. Usually I come around to visit people in the hospital to offer spiritual and emotional support. But, to help prevent the spread of the Corona Virus, we are reaching out to people by phone. I just wanted to check-in. (select phrase that feels most natural to you) How are you holding up?/How you are doing?/How have things been going for you?
·
If
this leads to conversation/pastoral interventions, proceed with conversation.
We recognize that hospitalizations can be stressful and affect you spiritually and emotionally as well as physically. Has anything been particularly challenging for you lately?
·
If
this leads to conversation/pastoral interventions, proceed with conversation.
Other questions you might ask to deepen the conversation:
·
On
the other hand, has anything been helping you cope?
·
Have
you had people call you while in the hospital? –
·
As
I said, one of the things that I am here for is spiritual support. That can mean different things for different
people. Sometimes it means supporting
people in a certain religion and praying for them. Sometimes it means helping them connect to
their meaning and purpose, but not a certain religion. Are you of a certain religious or spiritual tradition?
·
Can
you tell me a little bit about what you find most meaningful? - Any other
thoughtful questions/statements that work during in-person visits.
If this lead to conversation/pastoral interventions, proceed with conversation.
Suggestions if this comes up at the beginning of the conversation:
ONLY If they ask about the purpose of the call during the conversation.
The reason I was calling you is that upon your admission to the hospital, you or somebody who was with you, indicated that you might want to talk to a chaplain. I was calling to see how I could support you.
OR
The reason I was calling you is because [name] referred you. They thought that you might benefit from talking to a chaplain.
If a follow up appointment seems appropriate
We have talked about some pretty important things today. Would it be helpful to you for me to follow up with you on another day? Would that be okay with you?
Closing:
Close the conversation Well, thank you for talking with me on the phone today. If appropriate, offer prayer/blessing/song etc.
Introduction If the person who answers the phone is NOT the person you have been asked to speak with…
Is [patient’s name] currently available?
If yes
Proceed with conversation as listed above.
If no. No worries. I will try back at another time to reach [patient’s name].
If yes. Wonderful. Is this a good time to speak with them?
Refer back to the general script on Page 2
If this lead to conversation/pastoral interventions, proceed with conversation.
We recognize that hospitalizations can be stressful and affect families/friends spiritually and emotionally, as well as the patient. Has anything been particularly challenging for you lately?
·
If
this lead to conversation/pastoral interventions, proceed with conversation.
Other questions you might ask to deepen the conversation:
·
On
the other hand, has anything in particular been helping you cope?
·
As
I said, one of the things that I am here for is spiritual support. That can mean different things for different
people. Sometimes it means supporting
people in a certain religion and praying for them. Sometimes it means helping them connect to
their meaning and purpose, but not a certain religion. Are you of a certain religious or spiritual
orientation?
·
I
like to know a little bit more about people.
Can you tell me a little bit about what you find most meaningful?
·
Any
other thoughtful questions/statements that work during in-person visits.
If a follow up appointment seems appropriate:
We have talked about some pretty important things today. Would it be helpful for me to follow up with you again? Would that be okay with you?
What is the best way to reach you?
Closing:
Thank you for talking with me today and please know that Spiritual Care is available to you whenever you might need it. You can reach me by asking a nurse. I will also call back at another time to try to reach [patient’s name].
B. For On-Call Situations Involving End
of Life Situations:
Hi I’m ……. The On-call chaplain. I understand from the nurse/Dr. that you are going through a very difficult time right now. How might I be of help to you?
Can you tell me a bit about the person you are concerned about and what they might hope for or want now?
How can we best honour them?
Things to offer:
·
Bereavement
support
·
Funeral
planning assistance and information
·
Prayers
·
Scripture
reading
·
Song/hymn
as appropriate
·
Blessing
of the body – scan, remembrance and prayers
·
5
Finger prayer
·
Invite
the family to gather around the bed and place a hand on the deceased, as
appropriate, or hover above
“LOVE”
When you need to talk a
family member on phone or video through saying goodbye to a patient who is in their
last hours or minutes.
Lead the way forward
“I am [name], one
of the [professionals] on the team.”
“For most people,
this is a tough situation.”
“I’m here to walk you through it if you’d like.”
“Here’s what our institution / system / region is doing for
patients with this condition.”
(State the part directly relevant to that person.)
(State the part directly relevant to that person.)
Offer the four things that matter to most people
“So we have the
opportunity to make this time special.”
“Here are five
things you might want to say. Only use the ones that ring true for you.”
“Please forgive me”
“I forgive you”
“Thank you”
“I love you”
“Goodbye”
“Do any of those
sound good?”
Validate what they want to say
“I think that is a beautiful thing to say”
“If my [daughter] were saying that to me, I would feel so valued
and so touched.”
“I think he/she can hear you even if they can’t say anything back”
“Go ahead, just say one thing at a time. Take your time.”
Expect emotion
“I can see that
he/she meant a lot to you.”
“Can you stay on the line a minute? I just want to check on how
you’re doing”
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