communication Flashcards
A patient is upset because they have waited a long time for their appointment. How would you handle their frustration?
Empathy and Acknowledgment: “I would start by acknowledging the patient’s frustration. I might say something like, ‘I completely understand how frustrating it can be to wait, especially when you’re not feeling well. Thank you for your patience.’”
Apologize and Provide Explanation: “I would apologize for the delay, explain the situation if appropriate, and give them an estimate of how much longer they might need to wait.
Action to Resolve the Issue: “If the wait is likely to be long, I would offer to check on their status periodically or see if there’s anything else I can do to help, such as offering them a more comfortable space.”
Reassurance and Professionalism: “Throughout, I would remain calm, patient, and professional, ensuring the patient feels heard and respected, as a positive interaction can help alleviate frustration even in challenging situations.”
Cultural Sensitivity: A patient from a different cultural background refuses a recommended treatment based on their religious beliefs. How would you navigate this situation?
Respect for Autonomy and Cultural Sensitivity: “First, I would approach the situation with respect and sensitivity to the patient’s cultural and religious beliefs. I would try to understand their reasons for refusing the treatment and acknowledge the importance of their values.”
Open Dialogue: “I would engage in an open conversation with the patient, explaining the potential risks of refusing treatment, while being careful not to pressure them. I would ask them if they would be open to discussing alternative options that might align with their beliefs.”
Involvement of Support Systems: “If necessary, I would involve other healthcare professionals, such as a religious leader or cultural liaison, to ensure that the patient feels supported in their decision-making process.”
Final Decision: “Ultimately, I would respect the patient’s autonomy while ensuring they are fully informed. My role would be to provide them with all the facts to make an informed decision, while remaining compassionate and non-judgmental.”
Tell me about a time when you had to communicate complex medical information to a patient or their family, how did this make you feel?
You are a medical student. A patient, Mr campbell confesses to you that he isno longer taking his prescribed medication as he has read a lot about herbal remedies online and wants to try them instead. He mentions that he hasn’t informed any doctors about this. What would you do?
State position: as a medical student, not qualified to give firm medical advice related to medication.
Ask whether they’re happy for me to talk to a senior about it –if yes, then can discuss as a group or they can speak privately - therefore confidentiality is kept
Engage the patient in a shared decision-making process
If not happy to discuss, then think about:
beneficence: want to do best for the patient, there is research that the medicine is in their best interest.
Non-maleficence- suggests we shouldn’t do nothing
Most important: autonomy: goes against patients wishes – keep it in mind / confidential
Personal opinion: the general public seems to be level headed and would likely be okay with it – only if its confidential to the medical team – if not, encourage to speak to medical team about it but NO firm medical advice
