TABLE 2.

How can ICU workers build an atmosphere of trust during meetings with patients? (sources [4, 33, 41, 60])

Instruction	Comment
Using nonverbal methods, the doctor can demonstrate that patients and their families are important to him.	No haste, sitting position and making eye contact during the conversation, avoiding professional jargon.
It is worth not interrupting patients when they tell personal stories related to the disease.	This is a chance for the doctor to see the extent to which the disease affects life of the patient.
Some patients clearly present feelings associated with the disease when providing information about their symptoms.	Example of patient`s words:„I’m afraid I’m going to die, I don’t know what’s going to happen to me...”
If the patient does not talk about what he is going through, the doctor may decide to ask him an open question about it.	Example of doctors’ words: “Would you like to say more about how this disease affects your life, what does it mean to you?”
Answers about internal experiences or existential doubts should be listened to “actively” (check that they are well understood on an ongoing basis).	The important elements are confirmation of reception of information, paraphrasing, asking supplementary questions.
Then the doctor can ensure that such experiences are normal and on the spot.	Example of the doctor’s comment: “Many people in this situation would be angry/depressed”.
He can also comment on what he heard in an empathetic way.	Example of the doctor’s comment: “It’s actually very sad”; “I can only imagine what a disappointment it is...”
Finally, he can assure of his/her commitment.	Example of the doctor’s comment: “We will work together to achieve the goal”; “I will try to help you feel your best”.