Podcast
Questions and Answers
What is the purpose of establishing rapport with a client according to the Calgary-Cambridge Guide?
What is the purpose of establishing rapport with a client according to the Calgary-Cambridge Guide?
Non-verbal communication includes avoiding eye contact to maintain professionalism.
Non-verbal communication includes avoiding eye contact to maintain professionalism.
False
What is one technique to ensure patients and clients feel at ease during the physical examination?
What is one technique to ensure patients and clients feel at ease during the physical examination?
Explain each step of the process
Involving the ______ is crucial to building a relationship during consultations.
Involving the ______ is crucial to building a relationship during consultations.
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Match the following components of the Calgary-Cambridge Guide with their correct descriptions:
Match the following components of the Calgary-Cambridge Guide with their correct descriptions:
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What should be provided in order to give structure during a consultation?
What should be provided in order to give structure during a consultation?
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Empathy and support play a minimal role in developing rapport with clients.
Empathy and support play a minimal role in developing rapport with clients.
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What is one of the reasons to initiate a session according to the Calgary-Cambridge Guide?
What is one of the reasons to initiate a session according to the Calgary-Cambridge Guide?
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What is the primary focus of the Calgary-Cambridge Guide?
What is the primary focus of the Calgary-Cambridge Guide?
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68.9% of diagnostic errors in human medicine are related to patient encounter.
68.9% of diagnostic errors in human medicine are related to patient encounter.
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Name one key component in the 'Gathering Information' phase of the Calgary-Cambridge Guide.
Name one key component in the 'Gathering Information' phase of the Calgary-Cambridge Guide.
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In the 'Preparation' phase, it is important to create a professional and ______ environment.
In the 'Preparation' phase, it is important to create a professional and ______ environment.
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Match the following components of the Calgary-Cambridge Guide with their descriptions:
Match the following components of the Calgary-Cambridge Guide with their descriptions:
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Which step is NOT part of the closing session in the Calgary-Cambridge Guide?
Which step is NOT part of the closing session in the Calgary-Cambridge Guide?
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Attending to the flow of the consultation is part of providing context.
Attending to the flow of the consultation is part of providing context.
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What should be checked during the preparation phase of a session?
What should be checked during the preparation phase of a session?
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What is the primary purpose of the Calgary-Cambridge Guide during a consultation?
What is the primary purpose of the Calgary-Cambridge Guide during a consultation?
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The Calgary-Cambridge Guide suggests that rapport is only established during the physical examination.
The Calgary-Cambridge Guide suggests that rapport is only established during the physical examination.
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What should you do to ensure the patient and client are at ease during the consultation?
What should you do to ensure the patient and client are at ease during the consultation?
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One of the general steps in the Calgary-Cambridge Guide is to ________ the session by summarizing key points.
One of the general steps in the Calgary-Cambridge Guide is to ________ the session by summarizing key points.
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Match the following components of the Calgary-Cambridge Guide with their functions:
Match the following components of the Calgary-Cambridge Guide with their functions:
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During a consultation, which of the following is NOT a part of gathering information?
During a consultation, which of the following is NOT a part of gathering information?
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Attending to flow is an important aspect of the Calgary-Cambridge Guide.
Attending to flow is an important aspect of the Calgary-Cambridge Guide.
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When offering treatment options, what should be emphasized to the client?
When offering treatment options, what should be emphasized to the client?
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Study Notes
Consultation Skills
- Client Case: The client is Mr. Green, with his pet, Missy, a 2-year-old female terrier. Missy is scheduled for a neutering consultation today.
- Student Learning Objectives: Students will recognize the importance of relationship-centered care, describe the stages and themes of the Calgary-Cambridge guide, and apply its skills to a routine consultation.
- Relationship-Centered Care: This approach engages clients in shared decision-making, considering their perspective and the human-animal bond to achieve the best outcomes for the animal.
- Benefits of Relationship-Centered Care for Clients: Improved client satisfaction and trust.
- Benefits of Relationship-Centered Care for Patients: Improved assessment accuracy and better compliance with treatment.
- Benefits of Relationship-Centered Care for Vets: Improved outcomes and shorter consultation times.
- Importance of Consultation Skills: 9% of consultation time is spent gathering information, consultations are 13% longer when veterinarian-centered, and clients are 4 times more likely to add information at the end if they feel heard, while 15.3 seconds is the average time a vet interrupts a client. 10% of vets do not employ open questions, and 59% do not use empathetic statements during consultations; 78.9% of diagnostic errors in human medicine are related to patient/medical encounters, with 56.3% of human medical errors are specific to history taking.
Calgary-Cambridge Guide
- Preparation: Create a professional, safe environment and check previous patient history.
- Initiating the Session: Establish rapport by greeting, introducing, and having a casual conversation with the client and patient. Use "chit-chat" like conversations about the journey, etc. Identify the reason for the consult using open-ended questions. Listen actively (Golden Minute), and ask follow-up questions to identify concerns.
- Gathering Information: Obtain medical and patient perspectives and background information, including past medical history and home management. Use open-ended questions and move on to closed questions to fill in any information gaps. Obtain client perspective. The process of questioning must be client-centric.
- Physical Examination: Explain the process step-by-step. Make sure the client and patient are comfortable during the physical examination.
- Explanation and Planning: Summarize the information, share understanding of patient's illness, and share a shared decision-making process for treatment. Explain options, their costs, and how the client gets to take informed decisions.
- Closing the Session: Summarize the agreed plan, confirm client understanding (e.g., "Can you repeat the plan?"), and check client satisfaction. Plan any additional care or follow-ups, including when the next check-up will be. Provide clear information on the closing of the consult.
Building a Relationship
- Non-verbal communication, including eye contact and open body language.
- Develop rapport: Establish a connection with the client and provide empathy and support. Incorporate the animal by greeting and interacting respectfully.
Providing Structure
- Signposting: Explain the structure of the consultation, such as how questions will be asked and a timeline for the consultation. For example, say, "I will start with general questions followed by more specific questions regarding Buster's routines...".
- Attending to the flow: Structure to a logical sequence, such as history, clinical examination, ensuring adherence to time constraints (10-15 minutes for companion animals in the UK).
"Missy" - Giving Information and Closing
- Discuss the neutering procedure with Mr. Green.
- Ensure shared decision-making.
- Ensure that Mr. Green understands the information.
- Discuss closing the session effectively.
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Description
This quiz focuses on the essential consultation skills needed for effective veterinary practice, specifically in a case involving Mr. Green and his dog Missy. Students will learn the significance of relationship-centered care, the Calgary-Cambridge guide stages, and how to enhance client and patient interactions during consultations.
