✔ Address the patient by last name, using the title the patient prefers (Mr., Ms., Mrs., etc.).
✔ Begin the interview with a few friendly questions not directly related to health.
✔ Don’t rush, and try not to interrupt; speak slowly, and give older patients a few extra minutes to talk about their concerns.
✔ Use active listening skills.
✔ Avoid jargon, use common language, and ask if clarifi cation is needed, such as writing something down.
✔ Ask the patient to say what he or she understands about the problem and what needs to be done.