Healthcare Communication Methods

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Questions and Answers

What is one key limitation of mediated communication compared to face-to-face interaction?

It reduces language barriers.

It includes both verbal and non-verbal channels.

It is more prone to misinterpretation. (correct)

It allows for immediate feedback.

Which of the following is NOT a characteristic of face-to-face communication?

It can be effortlessly ignored. (correct)

Immediate and strong feedback.

Dynamic interaction between communicators.

Transfer of meaning through various channels.

Why might remote consultations be considered useful?

They always provide better understanding.

They can address straightforward clinical needs. (correct)

They remove all barriers to communication.

They require no prior knowledge of the patient.

What does the term 'irreversible' mean in the context of face-to-face communication?

Once communicated, the message cannot be retracted. Signup and view all the answers

Which of the following methods can help overcome language barriers in communication?

Employing language support software. Signup and view all the answers

What factor increases the complexity of communication, even for simple requests?

The number of variables involved. Signup and view all the answers

In terms of feedback, how does face-to-face communication differ from mediated communication?

Face-to-face feedback is dynamic and immediate. Signup and view all the answers

What is a responsibility of healthcare professionals regarding communication barriers?

To recognize and address these barriers. Signup and view all the answers

What does the principle of congruence refer to in communication?

The alignment between words and non-verbal cues. Signup and view all the answers

Which scenario exemplifies incongruence in communication?

A person smiling while delivering bad news. Signup and view all the answers

Which of the following is considered a universally recognized facial expression?

Surprise Signup and view all the answers

What does the term 'register' refer to in verbal communication?

The choice of words used in different contexts. Signup and view all the answers

Why is body language significant in communication?

It conveys messages that words sometimes cannot. Signup and view all the answers

Which statement about the universality of body language is true?

Some body language is universal, while other aspects are culture-specific. Signup and view all the answers

What might indicate incongruence in a pharmacy setting?

A pharmacist discussing serious issues with a cheerful voice. Signup and view all the answers

Which of the following is a distinction in register?

Speaking formally with authority figures versus casually with friends. Signup and view all the answers

What type of question is effective for gaining detailed information from a patient?

Open questions Signup and view all the answers

What is a common pitfall when asking double questions?

They confuse the patient with too many parts. Signup and view all the answers

Which technique can help maintain control of a patient consultation when a patient strays off topic?

Asking closed questions. Signup and view all the answers

What is an example of a probing question?

Tell me more about your symptoms. Signup and view all the answers

What should you do to ensure that patients have enough time to respond?

Allow for silent moments before moving on. Signup and view all the answers

Why should leading questions be avoided in patient consultations?

They push patients toward a specific answer. Signup and view all the answers

What is 'first problemitis' and why should it be avoided?

Assuming only one issue exists when there may be multiple. Signup and view all the answers

What is the effect of using 'options' in questioning a patient?

It confines answers to specific choices. Signup and view all the answers

What is the primary goal of medicines reconciliation?

To provide a complete list of medications for a patient. Signup and view all the answers

Which of the following is NOT a component that should be recorded for each medication during reconciliation?

Cost Signup and view all the answers

When should medicines reconciliation be performed?

At every transfer of care for the patient. Signup and view all the answers

Which of the following best describes medicines reconciliation?

The identification of discrepancies in a patient's medication history. Signup and view all the answers

Which of the following types of medications should be included in the medicines reconciliation process?

Prescription and non-prescription items including herbal supplements. Signup and view all the answers

Which source is likely to be considered more reliable for medicines reconciliation?

Trust guidelines published online. Signup and view all the answers

Identifying the indication of a medication during reconciliation is considered useful for which reason?

To ensure the correct medications are understood and should be continued. Signup and view all the answers

What is the primary purpose of the first 90 seconds in stage 1 of the Calgary-Cambridge model?

To establish rapport and trust with the patient Signup and view all the answers

What is NOT part of the required documentation for medications during the reconciliation process?

Patient's last known address Signup and view all the answers

What is meant by the 'golden minute' during consultations?

The initial 60 seconds that the patient can talk without interruptions Signup and view all the answers

How should a practitioner introduce themselves to establish clear communication?

By clarifying their role as a pharmacy student Signup and view all the answers

Why is it important to consider the consulting environment?

It affects the professional impression and privacy during consultations Signup and view all the answers

What is a critical communication skill to employ during the initial consultation phase?

Allowing the patient to speak without interruptions Signup and view all the answers

What should a practitioner do if they are running late for a consultation?

Apologize to the patient during the introduction Signup and view all the answers

Which of the following is NOT a key communication skill mentioned for establishing rapport?

Interrupting the patient to clarify issues Signup and view all the answers

What key aspect can enhance patient trust according to research?

Practitioners who dress smartly Signup and view all the answers

Study Notes

### Technical Channels for Communication

Technical channels for communication have limitations such as more noise and interference
Technical interference makes messages harder to interpret as there is less feedback or feedback can be delayed.
This places greater demands on the communication skills of the HCP and requires a higher level of expertise.
Technical channels are sometimes helpful in removing barriers, such as language or hearing difficulties, using software to help with language barriers.

Online GP or Pharmacy Services

Online GP or pharmacy services are becoming more common.

Remote Consultations

Remote consultations, such as over the phone or video link, were used more during the pandemic
In some cases, remote consultations are useful for straightforward situations such as repeat prescriptions.
Face-to-face consultations are often more beneficial.

Face-to-Face Communication

There is immediate feedback and it is a dynamic process.
Information is transferred through verbal and non-verbal channels.
There can be both deliberate and accidental communication.
It is irreversible and inescapable.
It is complicated and what counts is not what you said but what they understood.

Barriers to Communication

Barriers to communication can be placed into four main categories.

Congruence

Congruence occurs when verbal and non-verbal communication match, reinforcing each other.
Non-verbal communication can be as powerful as spoken words.

Body Language

Body language is the same in all people regardless of culture or ethnicity, with some universal facial expressions
Body language can also vary based on culture or ethnicity.

Verbal Communication

The way you speak and the words you use in a particular situation are known as your register.
Formal and casual are two common registers.

The Calgary-Cambridge Model

The first 90 seconds of a consultation are crucial for establishing rapport.
First impressions matter, including how the practitioner dresses.
Introduce yourself and clarify your role.
Apologize if running late or the patient has had to wait.
Show respect and interest.
Consider the environment's privacy, professionalism, and if it meets patient needs.
Be aware of potential barriers to communication.
Use good eye contact, politeness, and allow the patient to speak without interruption.

### Probing Questions

Examples include "What, exactly, triggers the pain?" and "Tell me more about..."
Process questions, such as "How does that work in practice?", can help to gain detail.
A non-verbal probe, like raising eyebrows and tilting the head, can show interest and ask for detail without words.

### Closed Questions

Closed questions can be used to maintain control of a conversation and refocus the consultation.

Narrative

Encourage the patient to tell their story in their own words.
Establish timescales and the sequence of events.

Time to Respond

Give patients enough time to answer, as they may need thinking time.

Questions to Avoid

Leading questions: Push the patient towards a specific answer.
Double questions: Two questions in one, making it hard to get answers to both parts.
Compound questions: Multiple parts, causing confusion for the patient.
Options: Limits the patients' answers to the given options, even if none are entirely accurate.

First Problemitis

Avoid assuming that the first problem identified is the only one.
Patients may not disclose all their problems at once.

Medicines Reconciliation

Identify the patient's current medications accurately.
Compare the list with the current list in use and recognize any discrepancies.
Document any changes and create a complete list of medications.
Perform this at all transfers of care (e.g., from primary to secondary care).
Record medication information: Name, strength, form, dosage, frequency, route of administration, and duration (if known).
Also document any non-prescription items such as herbal medicines, vitamins, over-the-counter medicines, nutritional supplements, and recreational drugs.

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Description

Explore various healthcare communication methods, including technical channels and remote consultations. This quiz covers the advantages and limitations of online GP services, face-to-face interactions, and the essential skills required for effective communication. Test your knowledge on how different channels impact the quality of healthcare delivery.