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PRACTICE MANAGEMENT
Communicating with COVID-19 Vaccine-Hesitant Patients: Top Tips
By Debra Kane Hill, MBA, RN, Senior Patient Safety Risk Manager, The Doctors Company, Part of TDC Group
Updated August 16, 2021: As the number of Delta variant cases increases alarmingly across the United States, more individuals are considering vaccination against COVID-19. It is important for physicians to be prepared to answer questions from patients about the various vaccines— particularly since some patients remain hesitant about receiving the vaccination. A good strategy includes imple- menting a practice plan to educate patients and guide them to an informed decision about the vaccines available within their community.
Throughout the rollout, not everyone has been eager for a vaccination. A Kaiser Family Foundation survey in Decem- ber 2020 and The American Academy of Family Physicians revealed several reasons for vaccine hesitancy:
• Potentialvaccinesideeffects.
• Safetyconcernsandquestionsabouteffectiveness.
• Distrustofthegovernmentorpoliticalpositions.
• Preferencefornaturalorherdimmunity.
• The rush to push the vaccine to market with the per- spective that it is “too new.”
Although mixed perspectives about willingness to accept the vaccine persist, it appears now that more individuals are reconsidering their decision. In a recent Wall Street Journal article, vaccination numbers have skyrocketed in recent weeks due to concerns about the Delta variant as well as workplace mandates, assurance regarding safety of the vaccine, and the persuasion of family and friends.
Since many remain hesitant about the COVID-19 vaccine, these tips can help optimize important conversations with patients:
• Define your practice culture. For example, how will
all staff members contribute to delivering the COVID- 19 vaccine message to patients? If the clinician is pro-vaccine but some staff are vaccine hesitant, the clinician should ensure that patient messaging is consistent with the defined pro-vaccine culture of the practice.
• Conductadeliberatediscussion.Whetherthepatient is receiving the vaccine in your office or at another site, educate your patients on what to expect and
the consequences of non-vaccination. For patients receiving the vaccine in your office, conduct a thor- ough informed consent discussion using language the patient can understand.
• Listencarefullytoconcerns.Encourageyourpatients to ask questions and express their fears and concerns. Be empathetic and acknowledge that it is reasonable to have concerns. Provide positive feedback for asking questions and expressing concerns, and counter with facts and without argument.
• Considerhealthliteracyandlanguageaccess.Commu- nicate using everyday language and provide language services if necessary. Tailor written education mate- rials to a reading level appropriate for most patients (generally 6th grade level).
• Useestablishedcommunicationtools.Toensure patients have a clear understanding of health instruc- tions, use communication tools such as Ask Me 3. Also consider the teach-back method. Rather than asking the patient, “Do you have any questions?” tell the patient, “Explain to me why it is important for you to
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