psychology 10.communication-in-doctor’s-professional-work
TRANSCRIPT
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