Communications Flashcards
(1) REDE model?
- What is it?
- Key phases?
The REDE model is a relationship-centred healthcare communication approach designed to enhance interactions between healthcare providers and patients.
Establishment
○ Objective: Build initial rapport as per the emotional bank idea.
○ Actions: Warm welcoming, good non-verbal cues, and demonstrate empathy.
- In optom, address concerns and explain equipment
2. Development
○ Objective: Deepen the patient-provider relationship.
○ Actions:
- Reflective listening and non-verbal cues = attentive
- Open ended Qs + summarise their story.
- Explore the patient’s perspective with the VIEW approach: Vital activities, Ideas, Expectations, and Worries.
3. Engagement
○ Objective: Collaborate on management/treatment
○ Actions:
- Clearly communicate the diagnosis, addressing the patient’s perspective.
- Develop Plan: Co-create a treatment plan incorporating patient preferences, discuss risks and alternatives, and confirm mutual agreement.
- Provide Closure: Showing appreciation and ensuring continued partnership. Dialogue using ARIA: Assess with open-ended questions, Reflect on patient emotions, Inform in simple terms, and Assess understanding and emotional response.
(1) REDE model
- Limitations
Generalisation: The model may not be universally effective due to varying healthcare settings, provider skills, cultural and population differences
Training and Implementation: Implementing the model requires significant training,
(2) Importance of non-verbal communication
- Patient compliance is dependent on safe, encouraging, and efficient connection
- Stronger bond + confidence in physician
- Improved appointment attendance and medication compliance.”
(2) 3 studied models of non-verbal communication?
SOLER
● Sit squarely
● Open posture
● Lean towards the other
● Eye contact
● Relax
SURETY
● Sit at an angle
● Uncross legs and arms
● Relax
● Eye contact
● Touch
● Your intuition
EMPATHY
● Eye contact
● Muscles of facial expression
● Posture
● Affect
● Tone of voice
● Hearing the whole patient
● Your response
(2) Ways non-verbal communication changed with 5 patient types
● Children: eye level without towering over them, having a calm and open demeanour, and not to be distracted. Child can feel involved and keeping their attention on the health provider.
● Elderly: comfort touch, such as handshakes, pat on the shoulders, forearm or hand
● Hearing impairments: expressive and receptive communication most effective.
● Cultures: non-verbal behaviours convey different meanings in different cultures
● Language barriers: Ensure info comes in their native language
(3) 4 methdos of reducing bias
- Self awareness and Feedback systems
- Education and institutional support
- Inclusive language
- Diverse health care teams
(3) Describe a method of reducing bias
- Self-awareness and Feedback systems
Reducing bias: Self-awareness and Feedback systems
- We can only reduce unconsciousbiases if we recognise them
- Observing your own interactions (record)
- Allowing colleagues provide feedback
- Questionnaires/surveys of patients
(3) Describe a method of reducing bias
- Inclusive language
- Respectful, avoid assumptions, culturally competent and accessible.
- Avoid expressions or words that might exclude/offend
- Be thoughtful about phrasing and involve the patient in all communication
(3) Describe a method of reducing bias
- Education
Introduce the concept of bias, how it affects patient interactions, AND provide strategies for overcoming prejudices, counter-stereotypic imaging (creating images that challenge the stereotype), practising
individuation (learning specific information about a person to prevent generalisations), and practising perspective-taking (being more empathetic to prevent automatic stereotypes)
(3) Describe a method of reducing bias
- Diverse healthcare teams
- Educational programmes e.g. MHI week
- provide fundamental knowledge including history and current health status → health professional engagement to cultural differences
- Multiple entry schemes e.g. MAPAS
- Alternative entry scheme to increase representation → enhance community involvement
- Diversity in perspectives
- Recruitment of team members from different backgrounds → improves cultural competency
(4) Intercultural communication in healthcare
- Significance?
- Applicaiton?
Significance:
● Effective, equitable, and patient-centred care.
● Improved outcomes
● Reducing health disparities
● Enhancing collaboration and health care efficiency
Application in Health Care Settings
● Cultural Competency + Communication
● Inclusive Environments + Community Engagement
● Use of Tools and Technology
(4) Intercultural communication in healthcare
- Challenges?
● Language Barriers
● Lack of medical terminology
● Misinterpretation and translation services
● Difference in communication styles
● Gender segregation
● Lack of trust
(4) Intercultural communication in healthcare
- Interventions?
● Set up training programs on cultural competence.
● Policies to encourage diversity and inclusion.
● Patient education materials in multiple languages
(5) Pediatric communication
- 4 step guide?
1) Greet = Warm and Inclusive Introduction ➔ Acknowledge Child by Name
- Introduce yourself clearly ➔ Explain your role in a way the child can understand.
2) Engage = Break the Ice ➔ Use non-medical conversation starters ➔ E.g. Ask about their interests or favourite hobbies.
- Use Age-Appropriate Language and Cues ➔ Non-verbal cues: position yourself at eye level and use a warm facial expression
- Involve ❖ Actively Involve the Child in the Conversation ➔ Ask simple, direct questions about how they feel or what they’re experiencing.
❖ Offer Choices (where possible). ➔ E.g. where they’d like to sit or how they want to interact with you. - Share ❖ Explain in Simple Terms ➔ Avoid medical jargon and use analogies or comparisons the child is familiar with.
❖ Check for Understanding ➔ Ask the child to repeat what they’ve understood or explain it back in their own words.
(5) Pediatric communication
- 4 developmental stages
Piaget’s Developmental Stage/Age Considerations:
Sensory Motor (0-2)
- Learn through senses/motor activities
- Cannot process medical information
- No counselling with child recommended
Preoperational (3-7)
- Mental representations begins
- Cannot comprehend cause and effect, implications
for future, and how their actions affect their health.
- This medicine will make you feel better, Mum or dad will
give it to you before bed. Any questions for me?
Concrete Operational (7-11)
- Problem solving abilities emerge
- Begin to be able to understand diseases and aspects
of situations.
- This medicine will help to get rid of the pain/infection.
You will take it before bed. Any questions for me?
Formal Operational (≥12)
- Abstract thinking develops
- Understand illness, how it occurs, and how to
control it. Capable of logical reasoning.
- This antibiotic will kill the bacteria/get rid of the infection.
Take it before bed and you should feel better in a few
days. Any questions for me?
