Table 1.

The Model of the CONNECT Communication Procedure

C – Context

– Verify patient or patient family’s contact data. – Verify medical records. – Carry out a “mental rehearsal” – plan what to say and how to say it. – Wear the professional outfit.

O – Organization

– Ensure privacy. – Check hardware (battery load, connection quality). – Have a backup phone or computer available and ready for use. – Test the connection.

NN – Near and Niceties

– Introduce yourself and explain your role. – Inform the other party that your conversation is confidential. – Make sure you are talking to the correct person (or the patient’s closest relatives). – Assure the other party that in the event of connection failure you will re-establish contact immediately. – Ask about conversation setting (Is the other party in a public place? Is he/she driving a car?). – Ask the other party to make appropriate arrangements to ensure the sense of privacy (assure them you would wait or specifically arrange another meeting). – Ask the other party to optimize the camera and microphone settings for AV contacts.

E – Emotions

– Use open ended questions to determine the current level of knowledge of the other party. – Use close-ended questions to clarify information, if required. – Use the “warning shot” tactics. – Avoid medical jargon. – Be tactful and careful when delivering the news. – Make references to facts (events, places, time, data). – Allow the other party to express their emotions. – Be empathetic and compassionate.

C – Counseling

– Make sure the message has been understood by the other party. – Suggest the next step and give appropriate directions. – Agree on further proceedings. – Assure the other party on your readiness to answer any questions.

T – Taking Care

– Make sure whether additional support (spiritual help, social welfare, psychological counseling, medical care) is required. – Provide your contact details (and the contact details of the institution/other individuals if required). – Summarize key findings. – Assure the other party of your support and readiness to be contacted. – Thank the other party for the meeting.