active listening

Question 1

active listening

Answer 1

refers to making an active effort to concentrate, understand and remember what is being said in a conversation

Question 2

advantages of active listening

Answer 2

Signal your interest to the patient

Hear the patient’s story
Prevent premature hypotheses or judgement

Reduce the number of complaints the patients mentions later in the consultation

Not to be distracted by thinking of next questions

Calibrate patient’s emotional state

Pick up verbal and non-verbal cues

Question 3

what are some DOs of active listening

Answer 3

Wait for the patient to finish talking

keeping good eye contact

keeping a good posture

sharing your thoughts with the patient

repetition

paraphrasing

silence

Question 4

advantage of sharing one’s thought’s( as the listener) during a conversation

Answer 4

helps build rapport

Question 5

consultation

Answer 5

The process of discussing something with someone in order to get their advice or opinion about it

Question 6

the four main types of consultation

Answer 6

default
consumerist
paternalistic
mutuality

Question 7

which type of consultation is typically used in a pharmacy consultation

Answer 7

mutualistic

Question 8

default consultation

Answer 8

Practitioner trying to relinquish control but patient doesn’t want to accept it. Usually results in no outcome and a lot of frustration

Question 9

paternalistic consultation

Answer 9

Practitioner has all the control, focused on reaching a diagnosis or an outcome without the patients input, very closed consultation yes/no answers

Question 10

consumerist consultation

Answer 10

Patient in control, patient knows what they want and force opinion on to the prescriber

Question 11

mutualistic consultation

Answer 11

Uses open questions to encourage the patient to talk

Question 12

Calgary-Cambridge model

Answer 12

a widely used communication framework designed to guide healthcare professionals in conducting effective consultations with patients. It was developed by Kurtz and Silverman in the late 20th century, and it emphasizes a patient-centered approach to communication in healthcare settings.

Question 13

how can a healthcare professional build rapport with patients

Answer 13

Being aware of non-verbal behaviour
Acceptance of the patient, their views & feelings being non-judgemental
Empathy
Sensitivity including dealing sensitively with embarrassing topics

Question 14

key features of the Calgary-Cambridge model of communication/ consultation

Answer 14

Providing structure

Initiating the Session

Gathering Information

Physical Examination and Explanation

Planning

closing the session

using communicative mechanisms to build rapport with the patient throughout the consultation