PBA: Communication Assessment Form

Question 1

What are the six (6) MACROSTEPS of demonstrating competent COMMUNICATION during a patient encounter?

Answer 1

1. Initiating the Encounter
2. Establishing Trust and Respect
3. Using Verbal Communication Skills
4. Using Non-Verbal communication skills
5. Managing the encounter
6. Concluding the encounter

Question 2

What are the four (4) MICROSTEPS of INITIATING THE ENCOUNTER?

Answer 2

1. Student addresses himself by name and title
2. Addresses patient by name (Mr. or Mrs)
3. Elicit concerns (e.g. How may I help you today?)
4. Establishing purpose of the encounter (e.g. today we will take a Comprehensive Medication Review & Counsel on a New prescription; more information will improve care)

Question 3

What are the four (4) MICROSTEPS of ESTABLISHING TRUST AND RESPECT?

Answer 3

1. Convey respect for patient
2. Convey non-judgmental attitude
3. Listened to patient responses
4. Empathetically responded to patient’s concerns and feelings

Question 4

What are the five (5) MICROSTEPS of USING VERBAL COMMUNICATION SKILLS

Answer 4

1. Spoke at appropriate pace and volume
2. Avoid filler words
3. Allowed patient to speak without interruption
4. Spoke clearly
5. Patient-appropriate language

Question 5

What are the two (2) MICROSTEPS for USING NON-VERBAL COMMUNICATION SKILLS?

Answer 5

1. Made appropriate eye contact

2. Displayed appropriate body language

Question 6

What are the two (2) MICROSTEPS for MANAGING THE ENCOUNTER?

Answer 6

1. Completed one topic prior to moving to the next

2. Utilized time efficiently

Question 7

What are the three (3) MICROSTEPS for CONCLUDING THE ENCOUNTER?

Answer 7

1. Achieved mutual understanding and agreement with the plan. (e.g. Teach back method)
2. Provided opportunity for and responded to questions (e.g. What questions do you have for me?)
3. Provides closure to encounter (e.g. it was nice meeting you and taking the time to collect this information)