M4

Question 1

Open questions:

Answer 1

to gather broad
information from patient that may include
thoughts and feelings; big picture

Question 2

• Closed questions:

Answer 2

to gather specific
information from patient; often one-word
answers

Question 3

• Helpful to start with

Answer 3

open questions and
move to closed questions to focus
conversation and gather more specific
details needed from patient

Question 4

Person-Centered Patient Interviewing
(4)

Answer 4

Meet and greet
(build rapport)
Elicit patient’s
agenda / concerns
/ chief complaint
Negotiate a
shared agenda
Summary / Close

Question 5

1. Meet & Greet
   Introduction:

Answer 5

• Always introduce yourself when you meet someone
• Salutation
  (Hello, good morning, etc.)
• Name
  (My name is Jane Smith, but you can call me Jane.)
• Role
  (I’m your student doctor or I will be working with you today.)
• Ask the patient their preferred name / pronouns (
  It’s nice to meet you, Mrs.
  Wilson. What name would you prefer that I use? My pronouns are she/her.
  What pronouns do you use?)
• Build rapport: small talk to connect and get to know patient better

Question 6

1. Meet & Greet
   Handoffs:

Answer 6

• New people in the operatory? Handing the patient off? Be sure to introduce
  patient and faculty/staff/peer

Question 7

1. Meet & Greet
   Navigating Mistakes:

Answer 7

• Mistakes will happen - apologize, correct, and move on
  (I’m so sorry. Would
  you mind saying your name again for me. I want to say it right. Thank you.
  Please correct me if I get it wrong.)

Question 8

names and pronouns

Answer 8

please tell your healthcare team your preferred name and pronouns

Question 9

2. Elicit Patient’s Agenda / Chief
   Complaint
   (2)

Answer 9

1. Open-ended question to elicit chief complaint / concerns / agenda
2. Reflective listening + expressing empathy

Question 10

1. Open-ended question to elicit chief complaint / concerns / agenda
   (1)

Answer 10

*
What brings you to the dental school? How can I help you today?

Question 11

2. Reflective listening + expressing empathy
   (4)

Answer 11

• Do not interrupt patient while they are answering your opening question
• Goal is to understand the patient’s chief complaint / concerns / agenda
• Be sure demonstrate reflective listening, confirm understanding, and ask if there is anything else
  the patient would like to address
• Express empathy, as appropriate (e.g., dental pain, embarrassment, etc.)

Question 12

3. Negotiating a Shared Agenda
   Consider:

Answer 12

• Patient’s agenda
• Your agenda for the appointment
• Time available

Question 13

3. Negotiating a Shared Agenda
   (4)

Answer 13

• Explain your appointment agenda items to the patient
• Invite patient to ask questions about your agenda
• Collaborate with patient to agree on priorities for the
  visit
• Explain to patient how concerns not addressed today
  will be prioritized at subsequent appointments

Question 14

4. Transitioning or Ending an
   Appointment
   (4)

Answer 14

• Summarize what’s been covered in the appointment to transition or end the visit
• Summary should reflect understanding of the patient’s statements/concerns
• Summary should include a discussion of the action plan and follow-up steps
• Check to see if the patient has an additional questions