03/03/2026
What do patients hear when we think they’re not listening?
A team member recently shared a story while supporting an organisation to embed bedside handover. As part of the process, she rounded with patients to understand their experiences.
One elderly gentleman shared:
“I really appreciate it when the nurses come into my room and involve me in handover. It helps me feel safe and included. But sometimes, they stay outside the door and when that happens, I start to wonder if something is wrong. I strain to hear what’s being said, and it makes me anxious.”
His words were powerful. The very process designed to build trust and partnership was, at times, creating the opposite effect.
Research shows that effective bedside handover improves communication accuracy, teamwork, and patient confidence. Yet many staff admit they don’t always feel confident completing handover in front of patients, worried about saying the wrong thing or being questioned in the moment. Without the right support and clear expectations, this hesitation can unintentionally erode trust.
So, how do we make bedside handover effective and comfortable for everyone?
A few practical tips:
• Set clear expectations. Make bedside handover the norm, not the exception, and discuss why it matters for safety and experience.
• Build staff confidence. Provide training, key words, and opportunities to practice inclusive and professional communication at the bedside.
• Model and mentor. Leaders can walk alongside teams, demonstrating how to involve patients while maintaining professionalism and empathy.
• Handle sensitive information wisely. Agree as a team when certain details should be discussed privately, then return to the bedside to include the patient.
When done well, bedside handover isn’t just a change in process, it’s a change in connection. It shows patients they’re part of the team, reinforces staff accountability, drive quality outcomes, and builds a shared sense of trust and safety.