Volume 6 • 2019 • Issue 8

29 Issue 8 | 2019 | I ssues and P eople Respecting LGBTQ Patients: Communication Best Practices Adapted and reprinted from Providing Inclusive Services and Care for LGBT People, A Guide for Health Care Staff , a publication of the National LGBT Health Education Center Best Practice Example When addressing new patients, avoid pronouns or gender terms like “sir” or “ma’am.” “How may I help you today?” When talking to co-workers about new patients, avoid pronouns and gender terms. Or, use gender- neutral words such as “they.” Never refer to someone as “it.” “Your patient is here in the waiting room. “They are here for their 3 o’clock appointment.” Politely and privately ask if you are unsure about a patient’s preferred name or pronouns. “What name and pronouns would you like us to use?” “I would like to be respectful—how would you like to be addressed?” Ask respectfully about names if they do not match in your records. “Could your chart be under another name?” “What is the name on your insurance?” Avoid assuming the gender of patient’s partners. “Are you in a relationship?” Use the terms people use to describe themselves. If someone calls himself “gay,” do not use the term “homosexual.” If a woman refers to her “wife,” then say “your wife” when referring to her; do not say “your friend.” Only ask for information that is required. Ask yourself: What do I know? What do I need to know? How can I ask in a sensitive way? Did you make a mistake? Apologize. “I apologize for using the wrong pronoun. I did not mean to disrespect you.”        