Clinical Communication Criteria

Question 1

Relationship Building

Answer 1

Start the conversation
Be attentive
Be non-judgmental
Show empathy

Question 2

Start the conversation (Relationship building)

Answer 2

Good morning Mrs. Smith, My name is Dr. Marquez. Thanks for coming to see me. Now, I understand that you are having some issues with your medications?

Question 3

Be attentive (Relationship building)

Answer 3

(Do you mind if I ask you a few questions about your past medical history?:
….
Ok, thank you for sharing that information.

Question 4

Be non-judgmental (Relationship building)

Answer 4

I understand that you might NOT want to stop taking your medication. I can understand that.

Question 5

Show empathy (Relationship building)

Answer 5

Hmmm, yes.. I can see how stopping taking the medication so suddenly might be a bit scary.

Question 6

Patient’s Perspective

Answer 6

Explore the patient’s concerns/ideas
Pick up on patient cues
Relate explanations to patient’s concerns

Question 7

Explore the patient’s concerns/ideas (Patient’s perspective)

Answer 7

What do you think might be causing your dizziness?

Question 8

Pick up on patient cues (Patient’s perspective)

Answer 8

You seem a little uncomfortable about reducing your medication. Is that right?”

Question 9

Relate explanations to patient’s concerns (Patient’s perspective)

Answer 9

So, there’s certainly something we can do about your dizzziness; that shouldn’t be a problem.

Question 10

Providing structure

Answer 10

Sequence the interview
Make topic changes clear
Organise your explanations

Question 11

Sequence the interview (Provide structure)

Answer 11

I’d like to talk to you about three ways we can help you. First…

Question 12

Make topic changes clear (Provide structure)

Answer 12

Now that we’ve discussed the possible side effects, I’d next like to talk about

Question 13

Organise your explanations (Provide structure)

Answer 13

So, just to recap what we’ve discussed. We talked about X, PAUSE … and it’s really important to remember that … PAUSE”

Question 14

Information gathering

Answer 14

Minimise interruption
Open question ——> Closed question
Avoid compound questions
Clarify
Summarise

Question 15

Minimise interruption (Information-gathering)

Answer 15

(Blah blah blah…)
I seee.
(Blah blah blah…)
Aha…

Question 16

Open question —-> closed question (Information-gathering)

Answer 16

Doctor: Tell me about your medications use.
Patient: (Blah blah blah)
Doctor: So you’re over-medicating?
Patient: (Yes)

Question 17

Avoid compound questions (Information-gathering)

Answer 17

XXX(So you’re worried about taking too much medication and the possible side effects?)XXX

Question 18

Clarify (Information-gathering)

Answer 18

Sorry, I missed what you said there about nervousness… can you please repeat that?

Question 19

Summarise (Information-gathering)

Answer 19

Thanks for letting me know that. So as far as I understand, you X, Y and Z, right?

Question 20

Information giving

Answer 20

Establish what the patient knows
Pause when giving information
Encourage the patient to share thoughts
Ask what else you can do

Question 21

Establish what the patient knows (Information-giving)

Answer 21

So what do you already know about the side effects

Question 22

Pause when giving information (information-giving)

Answer 22

So first you need to do this… PAUSE After that, you should do this… Okay? Then you need to do this… PAUSE.

Question 23

Encourage patient to share thoughts (Information-giving)

Answer 23

What do you think?

Question 24

Ask what else you can do (information-giving)

Answer 24

Is there anything else I can help you with?