communication Flashcards
standard healthcare model
identify the problem–>develop alternative solution–>select, implement, evaluate chosen situation
reality of standard healthcare model
Not easy to identify the root problem–>not everyone is ready to make a change–>best place to start comes from the patient
goals of patient communication
partnership
patient autonomy
undetstanding & empathy
value their worth
partnership
patient is expert on their life and experiences
practitioner is guide
patient autonomy
practitioner can influence but patient makes decision
understanding and empathy
accurately understands the patients situation
empathize with appropriate boundaries
value their worth
recognize that everyone has value even if they aren’t ready to make a behavior change
MI
motivational interviewing
MI framework process
engage, focus, evoke, plan
MI process outcome
find one goal within reach for the patient
core skills
open questions
affirmations
reflections
summaries
information exchange
why do we ask questions in healthcare
- to start new conversation (engage)
- to gather new information (focus, evolve)
- transition to goal setting (plan)
open questions obtain
story
open questions: begin with
what, why, how, tell me, describe
OQ: if they pause you
pause
closed question
ends dialogue
set up expert trap
obtain short factual answers
stems for OQ
tell me about
what, if any
why might
how would you
what is
can you
affirmations are not
compliments
affirmations help people feel more capable of
change
affirmations show an appreciation for
who the patient is, focus on specific behaviors or values
affirmations reflect
something good based on what you heard them say
most effective response
reflections
reflections
making statements, not asking questions to giving advice
why are reflections necessary
in any verbal interaction there are 3 points for miscommunication
3 points for miscommunication
what the speaker means–> words the speaker says–> words the listener hears–> what the listener thinks the speaker means
goal of reflection
verify if what the speaker means is the same as what the listener thinks the speaker means
reflective listening
statements not questions
listening with intention
reflective listening eliminates
assumptions about what the patient means
stems for reflection
it sounds like
you seem
I hear that you
you would like
OARS: what
longer reflections
contain multiple ideas
OARS: when
to point out pattern, notice discrepancy from information provided earlier
short on time
chatty patient
change direction of convo
bring whole picture together
