®

PATCH for Providers

Building Relationships &
Communicating Effectively with Teens

n ly
s O
e s
c c
b A
W e

Because THEY are the experts.

PATCH for Providers Playbook | www.patchprogram.org

Relationship
Why PATCH?
Teens are at an exciting, yet
challenging, time in life. They are
experiencing new things and are
trying to figure out what it means
to become a young adult. Many
are learning skills and forming
habits that will carry with them
into adulthood. Learning how
to manage their own health and
health care is one of the many
life skills that will set them up for
success as they get older.
The relationship you develop with your young patients is important. But we
also know connecting with teens may not be the easiest thing to do. There
are a lot of factors that influence our willingness to talk and sometimes even
come see you.
Here are some tips for developing a
more open and trusting relationship
with us:
DO determine our goals for the visit.
1
2
3 ly
DO personally connect with us.

n
O
Yet, research shows significant DO ask open-ended questions.
barriers that influence a teen’s
willingness to appropriately
use health care services. Many
have concerns and fears about
4

e s
DO believe us.
s
c
confidentiality, stigma, and
5 DO NOT make assumptions.
judgemental attitudes of health
care professionals that directly
influence their health care
Ac
6 DO criticize the activity or behavior, not us.

experiences and overall outcomes.

e
Further, the guidance to begin
b 7 DO use the phrase, “MANY young people…” instead of “majority” or “all”.

W
health care transition is often not
given enough attention, which
8 DO be aware of unique challenges.

has shown to have adverse and

long-term impacts on individuals
and health care systems.
YOU have the power to shift
this trend & we want to help!
9 DO provide choices whenever possible.
10 DO help set short-term goals.
11 DO compassionately connect us to resources.

We work with health care

professionals, teens, and parents
12 DO be patient. We may not ask the “real” questions until the end of our
visit.
through a variety of efforts to
improve adolescent health and
well being. Learn more at
www.patchprogram.org!

A healthy patient-provider RELATIONSHIP is built on a foundation of good

communication, mutual respect, trust, and honesty.
Rights
Confidentiality Matters – ESPECIALLY to us teens! We need to know that
we can (and should!) trust you. One of the best ways to do this is by
Gina’s Story
talking to us about our legal health care rights as minors.
A past Teen Educator (we’ll call her
Gina) went to her provider’s office
We need you to: to receive a test for a possible
sexually transmitted infection.
1 Tell us what confidentiality means.
“Wait... we have the right to privacy?! COOL!”
Because she lived in an
unsupportive home, Gina asked
the provider to call her cell phone
with the results instead of her
2 Explain your confidentiality policy. home phone. When they called
her cell, it was sitting on the

y
“What information is kept private?

l
Can I receive services without other people knowing about it? kitchen table.

n
Who do you have to tell?
When might I NOT have the right to confidentiality?”

O
Her mother answered,
pretended to be Gina, and got

3
e
Have time alone with us at each visit.
s s the positive result.

Gina was kicked out of her home,

c c
“It’s important that we have the support of others,
but sometimes we don’t like discussing such personal things
banned from seeing her younger
sisters, and spent the summer

A
in front of our family, friends, or partner.”
couch-surfing. When school
started, she had trouble finding

4
e b
Explain why we should trust you.
transportation to get there, and
had to drop out for a whole

W
semester.
“We’d love to hear - ‘I’m not here to judge you.
This is a safe place where you can get honest answers.
My job is to make sure that you are healthy and safe.’” Gina is a true advocate.

Once she moved back home, she

went to her provider’s office and
worked with them to set up a
‘code word.’ From then on, when
“If we don’t feel comfortable Gina’s provider needed to reach
or think that you might share our personal her, they used a code word to
information with other people, we’re just speak confidentially.
going to lie to you.”
She even inspired them to review
office policies on confidentiality.
- PATCH Teen Educator, Age 15

All people, including adolescents, have legal health care RIGHTS and should be
reminded of them at each visit.
 Responsibility
Until now, we’ve had other people taking care of all this
health care stuff for us – filling out paperwork, making our
appointments, and keeping track of our medical history. But
as teens, we really should begin to learn how to manage our
own care and be involved in the decisions that impact our
health and well being.

We need your help!

Many teens do not realize or understand the importance
of health care. And sometimes, we just don’t even know
where to begin.

Teach us. Show us. Empower us.

n ly
s O
What are YOU going to work on? Hold yourself accountable! Take responsibility!

e s
Educate teens about their health care rights Other ways I’m going to work to build relationships

c
Spend time alone with teens at each visit & effectively communicate with teens:

c
Use a confidentiality contract

A
Consider the impact of billing on confidentiality
Effectively involve parents/guardians in teen’s health care

b
Establish an office confidentiality policy

e
Use the HEADSS model for teen questioning
Compassionately connect teens to resources

W
Consider teen health literacy in conversations and materials
Make office space and waiting areas more teen-friendly

Providers have a RESPONSIBILITY to educate, engage, and empower their

adolescent patients to be active participants in their health care.

For more useful resources visit us at:

® www.patchprogram.org

Join us on Twitter, Instagram & Facebook:

@thepatchprogram

Or, contact PATCH Staff anytime at:

staff@patchprogram.org
07/19