Dentist-Patient communication Flashcards
Which gdc standard is to communicate effectively w patients ?
2
What is intersubjectivity?
•Striving to understand others
•Being understood
What is impact
Extent to which a message brings about change in thoughts, feelings or behaviour
What does maguire 1989 say constitutes good communication
Interviewers who are..
Were warm and sympathetic
•Were easy to talk to
•Introduced themselves
•Appeared self-confident
•Listened to the patients and responded to their verbal cues
•Asked questions that were easily understood and were precise
•Did not repeat themselves
4 reasons why good communication is important
•To make an accurate, comprehensive diagnosis
•Detect emotional distress in patients and respond appropriately
•Increase patient satisfaction with care provided
•To increase compliance with advice and instructions
What puts patient at ease at BEGINNING of consultation?
•A comfortable setting
•Being greeted my name and a handshake
•Being shown where to sit
•The interviewers introducing themselves and explaining the procedure
•An easy first question
•The interviewer appearing interested in their remarks
What % of all social interactions are made from non-verbal communication
65%
Examples of non verbal communication
Level/ Position
Proximity
Posture
Eye contact
Non-verbal reinforcers of speech
•tone, pitch, speed, ’ahs’, ‘uhms’
How are hands and arms used in non verbal communication
•Facilitate the transmission of messages from one person to another
•Self-directed gestures – often a sign of tension e.g. ring twisting, hand-wringing
How are legs and feet used in non verbal communication
•Movements tend to display signs of unease
•Social leakages – individual subconsciously displays evidence of tension or nervousness
How many separate 6facial movements were identified by Ekman, Freisen 1982
46
The 3 things that are acc said in verbal communication
Questioning
Listening
Explaining
2 types of questions
Open
Closed
Advantages of open questions
•More relevant information can be obtained in a given time
•The patient feels more involved in the interview
•The patient can express all the concerns and anxieties about their problem
Disadvantages of open questions
•Interview may take longer, difficult to control
•Some of the interview may not be relevant
Disadvantages of closed questions
The information obtained is restricted to the questions asked
The interview is controlled by the interviewer
The interviewee has little opportunity to express their concerns and feelings.
3 probing questions
Clarify; What do you mean by that?
Justify; What makes you think that?
Check accuracy; You definitely took three tablets a day?
Tips for listening to patients
•Allow patients to talk without interruption
•Effective listening means concentrating on what the patient says and trying to understand their feelings as they speak
•Be alert to verbal and non-verbal cues
•To demonstrate your attention, use appropriate body language and facilitate comments
•Allow pauses and silences
What can u say to get a patient to talk more
•“Please go on and tell me more”
•“Yes, I understand – please continue”
Non verbal ways to get ur patient to talk more
Appropriate posture – e.g. lean slightly forward towards the patient, maintain eye contact and nod at appropriate times
What is signposting
Structuring the consultation into easily understandable sections that are communicated to the patient
Main functions of explanations
•Provide information
•Simplify complexities
•Correct mistaken beliefs
•Give advice
•Aid patient compliance
•Highlight the important elements of any procedure
•Offer reassurance and reduce uncertainty
•Justify one’s actions and recommendations
•Increase patient satisfaction
•Ensure patient understanding
Tips for explaining info to patients
•Be realistic in the objectives you set
•Advice and instructions should be given early in the session, the most important information should be given first
•Use short words and sentences
•Avoid jargon
•Give information in a structured way – in a set of ‘chunks’
•Use visual aids, leaflets, posters
•Check that your patient understands your message and allow them to ask for clarification
•Be friendly, not officious – sufficient to establish rapport
Generally, how many pieces of info can patients retain at any one time
7
