Topic 10

If a patient hasn’t got better after talking to

the doctor,it means that was not a

doctor.V.M.Bekhterev

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK

BASIC ELEMENTS OF THE MEDICALINTERVIEW/INTERACTION WITH THE PATIENT

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK

INITIAL ENCOUNTER CONDUCTINGTHE INTERVIEW

Be prepared — know who the patient is before you walk

through the door

Establish eye contact with the patient, shake hands,

and introduce yourself

Set the patient at ease and build rapport

Have a seat

Let the patient tell their story

Use open-ended questions

Direct/closed-endedquestions

Avoid leading questions

Ask one question at a time

Keep the interview organized and use transition statements

Learn about the patient and his/her family

Encourage the patient to ask questions

Listen accurately to the patient

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK

RESPONDINGTO THE PATIENT

Pay attention to the clues, both verbal and non-verbal, from the

patient that they may not be relating to the whole problem.

Avoid judgmental language or behaviors

Provide encouragement

Build partnership

Be aware of your non-verbal cues

Avoid the use of medical jargon or abbreviations

Ascertain that the patient understands the information you

have provided

Elicit the patient's feeling or concerns about the information

Collaborate with the patient

Discover potential barriers

EDUCATING, NEGOTIATINGAND COLLABORATING

WITH THE PATIENT

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK

Summarize the encounter

Confirm partnership

Answer the patient's questions

Provide your initial thoughts

Discuss next steps

CLOSING THE INTERVIEW

DOCTOR’S COMMUNICATIONWITH PATIENT IN THE

HOSPITAL

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK

Assess what the patient already knows

Assess what the patient wants to know

Be empathic

Slow down

Keep it simple

Tell the truth

Be hopeful

Watch the patient's body and face

Be prepared for a reaction

GIVING THE BAD NEWS

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK

BEFORE GIVING THE NEWSThink about the agenda. Keep in mind:

specific diagnosis, treatment plans, prognosis, and support strategies

GIVING THE NEWSThink over the physical settingUse communication strategies

Assess current level of knowledgeAsk the patient how much they would like to know

AFTER GIVING THE NEWSBe very attentive to the patient’s feelings

Emphasize your role as a partnerFollow up plan

10 top tips for communicating with patients

1. During the interview, periodically use the patient's name.

2. Give them an opportunity to talk.

3. Give direct attention with both your eyes and body.

4. Observe a patient's nonverbal behaviors.

5. Use empathy and reflective communication.

6. Convert closed questions to open ones.

7. Bond with people on a personal level.

8. Partner with a patient instead of giving orders.

9. Avoid using medical jargon.

10. Always have a pad of paper.

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK

Iatrogenic disorder –symptom or complication induced in a patient as the result of a physician's careless words or actions…

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK

Medical error isa preventable adverse effect of care, whether or not it is evident or harmful to the patient.

N E V E R !

…cheat or lie…pretend to be more than you

are…lose control

…enter the sexual relations with the patient

Topic 10 COMMUNICATION IN DOCTOR’S PROFESSIONAL WORK