Patient Communication in Healthcare

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Questions and Answers

Which statement best describes the impact of poor communication between healthcare providers and patients?

It encourages patients to ask more questions.

It can lead to inappropriate therapeutic decisions. (correct)

It ensures accurate patient medication history.

It improves patient compliance and satisfaction.

What is a key characteristic of patient-centered care?

Encouragement of shared control in decision-making. (correct)

Focus on diseases rather than the patient's individual preferences.

Prioritizing the healthcare provider's preferences.

Providing a standard treatment plan for all patients.

What is a key aspect of achieving shared understanding in a consultation?

Avoiding questions to maintain authority

Making decisions without patient input

Defining reasons for the patient's attendance (correct)

Providing more information than the patient asks for

How can healthcare providers empower patients to improve their health?

By encouraging patients to care for themselves. Signup and view all the answers

Which behavior is essential for building rapport with patients?

Checking to ensure the patient understands everything Signup and view all the answers

What percentage of communication is primarily conveyed through body language in interactions?

55% Signup and view all the answers

Which factor is NOT considered when taking account of a patient's whole health perspective?

Physical symptoms only Signup and view all the answers

Which of the following most accurately reflects patient preferences during consultations?

Patients desire respect and an opportunity to share their concerns Signup and view all the answers

Which of the following is NOT a recommended action during a patient consultation?

Using medical jargon to explain health conditions Signup and view all the answers

What is the purpose of checking back with patients for understanding during a consultation?

To clarify information and promote shared decision-making Signup and view all the answers

What is a recommended practice when discussing sensitive patient information?

Discuss in private areas to maintain confidentiality Signup and view all the answers

Which of the following methods enhances effective communication with patients maintaining comfort?

Sitting at eye level to foster a sense of equality Signup and view all the answers

What is the first step in handling an angry caller effectively?

Stay calm and listen to the caller's concerns Signup and view all the answers

In written communication, what should be included in patient notes?

Headings, dates, times, and patient data Signup and view all the answers

Which technique should be avoided when communicating with patients?

Using medical jargon that could confuse patients Signup and view all the answers

What is the most appropriate way to initiate a phone call in a professional setting?

Identify yourself and state the purpose of the call Signup and view all the answers

What is the recommended action when writing in Patient Medical Records (PMRs)?

Document factual information and avoid personal judgments Signup and view all the answers

Which of the following describes a key goal of patient-centred communication?

To align care with the patient's values, needs, and preferences. Signup and view all the answers

What is a fundamental principle of person-centred care?

Involving patients in the planning and monitoring of their care. Signup and view all the answers

Which aspect of person-centred care focuses on emotional wellness?

Emotional support. Signup and view all the answers

What is not a benefit of person-centred care?

Decreasing patient agency in care decisions. Signup and view all the answers

How should practitioners approach gathering patient information?

By actively listening to the patient’s narrative and understanding their experience. Signup and view all the answers

Which of the following is considered a barrier to effective person-centred care?

Inflexible healthcare system policies. Signup and view all the answers

What is an example of doing things with people, rather than to them, in person-centred care?

Allowing patients to participate in their treatment planning. Signup and view all the answers

Which statement best reflects the role of family and friends in person-centred care?

They are essential partners in the decision-making process. Signup and view all the answers

Study Notes

Introduction to Clinical Communication & IM

This presentation covers patient-centered consultation and care.
It's part of a larger curriculum (VM 2.6).
Presented by Dr. Maie Hilmy (Psychiatry) and Dr. Salwa Ismail (Dermatology).

Intended Learning Outcomes

Define clinical communication skills, the medical consultation, person-centered care, patient-centered care, and holistic care.
Describe the features of a patient-centered consultation, person-centered care, patient-centered care, and holistic care.
Understand patient perspectives.
Explain the importance of person-centered care and its impact on the quality of care.
Identify key communication skills that facilitate patient-centered consultation.

Communication

Communication involves imparting or exchanging information through speech, writing, or other methods.
It also includes successfully conveying or sharing ideas and feelings.

Consultation

A consultation is the act of discussing something with someone before making a decision about it.
It also involves meeting with an expert (like a doctor) for advice or treatment.

Who is the Expert?

Doctor: Expertise in history-taking, clinical reasoning, management, and identifying/treating problems.
Patient: Expertise in their own health, needs, and capabilities.

The Patient's Perspective

Pre-formed thoughts/beliefs/worries
Explanatory models of illness (cause, disease process, course, symptoms, effects of illness)
Patient desires/values
Socioeconomic condition
Family situation/lifestyle

The Doctor's Perspective

Information about the causes of problems (disease model)
Structure of healthcare systems
Professional regulation

The Doctor-Patient Partnership

Listen to patients
Ask for and respect their views about health.
Respond to their concerns and preferences.
Be honest and merciful with patients.

Tasks in the Consultation

Define reasons for patient attendance.
Consider other problems.
Choose the appropriate action for each problem with the patient.
Achieve shared understanding of the problem with the patient.
Involve the patient in management and encourage them to accept responsibility.
Use time and resources appropriately.
Establish or maintain rapport.

What do Patients Want?

Patients want empathy, congruence, and unconditional positive regard.
Patients want to be greeted and treated with respect, have their ideas about their health considered, have their concerns understood, and be attended to by the healthcare professional
Patients want to be spoken to in terms they can understand.
They expect to have a chance to be involved in their care and decisions.
They want to understand the treatment plan and related information.
They want the healthcare professional to show care and concern and to spend the appropriate amount of time with them.

What is 'Clinical Communication'?

A comprehensive framework for healthcare communication that considers diverse patient needs.

Communication Process

Listening
Collecting data
Interpreting
Focusing

Content, Tone of Voice, Body Language

Tone of voice accounts for 38% of communication, while body language is 55%.

Poor Communication

Leads to inaccurate patient medication history taking.
Results in inappropriate therapeutic decisions.
Contributes to patient confusion and disinterest.
Causes noncompliance.
Can cause harm if information isn't exchanged appropriately.

Patient Behavior

Patients may not ask questions in a consultation.
They may accept statements without discussion.
They may understand the plan later.

Patient-Centered Care

A philosophy that prioritizes shared decision-making.
Focuses on the whole patient, considering social contexts and individual preferences instead of only the disease or body part.

Patient-Centered Communication

Aims to provide care that aligns with patient values, needs, and preferences.
Encourages patient input and participation in healthcare decisions.

Person-Centered Care

Considers the patient as a whole (physically, psychologically, socially, and spiritually).
Integrates patient needs and preferences into care planning and delivery.

Aspects of Person-Centered Care

Respecting patient values and beliefs.
Ensuring continuity between and within services.
Coordinating and integrating care efforts.
Offering emotional support.
Involving family members and friends.

Person-Centered Care Priorities

Helping patients meet their needs when needed.
Enabling patients to actively look after themselves.
Reducing the burden on healthcare services.

Practicing with Patients

Listening to the patient's narrative, understanding their experience and priorities, and how health & healthcare features in their lives.
Understanding what the patient wants, and what influences their choices.

What to practice:

Creating a welcoming and comfortable environment.
Encouraging patient to feel welcome and comfortable.
Implementing warm rooms, sense of privacy to minimize distractions.
Conducting a proper introduction, maintaining good eye contact and ensuring the sitting level is similar and arranging the furniture appropriately.
Providing a chaperone when needed.
Exploring patient perspective by using body language and effective communication to develop a warm supportive atmosphere.
Considering open questions as appropriate.
Reflecting back and acknowledging the patient's responses.

Working towards...

Professional and sensitive communication with patients, relatives, and colleagues.
Maintaining good working relationships.
Conduct effective consultations and gather information.
Adapt communication style to fit patient needs.
Demonstrate effective information sharing and responding to difficult situations (e.g., breaking bad news).
Reflect on consultations and identify areas for improvement.

Your Structured Guide to Interviewing Patients

This detailed guide outlines the process of interviewing patients, including preparation, initiating the consultation, gathering information, explanation, planning, and closing the consultation.

Holistic Care

Comprehensive treatment of the entire person (physically, psychologically, socially, and spiritually) for holistic healthcare.
This includes emotional, psychological, social, spiritual and physical aspects.

Communication Skills

The ability to communicate clearly and effectively with patients, families, physicians, nurses, pharmacists, and other healthcare professionals.

Communication Skills Components

Verbal communication
Written communication
Active listening
Observation & assessment

Active Listening

Emphasize face-to-face communication.
Focus on the patient, creating a calm, unhurried, open environment.
Set aside distractions and prevent interruptions.

Observation & Assessment

Use effective two-way communication.
Observe body language and gestures.
Maintain eye contact appropriately.
Use focused body posture.
Be physically close for clear communication.
Avoid being too close to avoid feeling intrusive.

Physical Barriers in Communication

Large countertops.
Windows with security bars and protective glass.
Elevated work areas.
Patients in beds feeling intimidated by those who are standing above them.

Lack of Privacy

Avoid discussing patient data or healthcare issues in public areas (hallways, elevators, etc.).
Do not discuss patient information with family members or friends.
Use private areas for conversations with patients and other professionals (e.g., counseling rooms).
Close the room door or curtains appropriately.

Phone Calls

Identify yourself and the call's purpose clearly.
Be prepared to repeat requests to connect with the correct person.
Be patient and accept waiting time.
Speak clearly.
Listen carefully.
Be organized and state facts calmly.
(When answering) Identify yourself and ask for caller's identity.
Deal with the call efficiently.
Avoid placing the caller on hold.
When possible arrange a call back if too busy.
When receiving calls from upset individuals stay calm, listen, clarify the issue and handle problems as appropriately as possible.

Written Communication

Patient Medical Record (PMR) is a primary tool for written communication.
Healthcare professionals must accurately document patient information. Documentation must adhere to legal, ethical, and professional standards.
Use black ink for writing notes.

Written Communication Guidelines

Handwriting must be clear and legible.
Incorrect information should be crossed out with a line and initialed.
Notes should include the heading, date, time, and patient data/signature and healthcare professional's title.

Communication with patients

Use patient titles correctly.
Avoid making assumptions (married or single).
Ask patients how they would like to be addressed.

Respect for the Patient

Respond to patients as individuals.
Avoid sharing personal information.
Ensure sufficient interaction time & minimize interruptions
Introduce yourself, provide context for the purpose of the interaction.
Explain who will be reviewing the information obtained.
Maintain a clean, neat, and organized environment.
Appropriate note taking should not disturb the interaction.

Questioning Technique

Clinicians should control conversations.
Limit question types and response times for an interactive experience.
Avoid a rapid sequence of yes/no questions.
At the beginning of the consultation ask open-ended questions.
Use minimal facilitators to encourage open communication
Provide non-verbal cues like smiling/nodding.

Avoid Medical Jargon

Translate medical terminology for patients.
Speak clearly.

Special Situations

Specific guidance for patient groups: embarrassing situations, mute patients, pediatric patients, elderly patients, physically challenged patients, mentally impaired patients, hearing impaired patients, chronically ill patients, hard-to-reach patients (low socioeconomic status, minorities, and illiterate), and antagonistic patients.

Tips for Effective Communication in a Dental Office

Appointment confirmation should be clear
Greet patients by name and maintain good eye contact.
Ensure patients are correctly escorted to their appointments in a professional manner.
Use medical records during consultation correctly and discuss any treatment options comprehensively.

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Description

This quiz assesses your understanding of effective communication strategies between healthcare providers and patients. It covers key characteristics of patient-centered care, the importance of non-verbal communication, and best practices for consultations. Test your knowledge on how to empower patients and improve health outcomes through effective dialogue.