PMHP Flashcards
how can you set the scene for delivering bad news
sit at their level
ask if brought someone with them
ask how theyve been since last time
ask if they know what theyre here for
how is smoking cessation given
ask - how many do you smoke a day, how long for, what do you smoke, what times
advise - bad for health - high risk of oral cancer, perio disease, cardiovascular disease, other cancers, costs money
assess - are you interested in quitting, have you quit in past, what did you find challenging
assist - we can support you and can also refer you to local pharmacy, can give nicotine replacements
refer - local pharmacy, offer written advice
how can you deliver bad news
inform them you have results and ask if they are happy for you to go through them
warning shot - i wish i had better news
information - the results show there have been some changes to the cells, im afraid to tell you you have mouth cancer and then pause
once bad news has been delivered, how do you manage the situation from there
be empathetic, allow conversation to go at their pace
i am deeply sorry to break this to you
i understand you will have a lot of questions - is there anything that comes to mind just now
summarise and then close - reassure that it has been found early and that treatment will progress
offer number for any future questions
how should you manage a complaint
ask about situation - let them vent
adress anger - i can see your upset, i am sorry you feel this way
offer practical solution - offer to see them today if they have time or arrange another appointment
ask what they would like - what would you like us to do, we can work around you
dont offer complaint procedure but if they ask explain there is a procedure in place should they wish to make a formal complaint
how should you manage a situation where a nurse is bad mouthing a patient
- introduce yourself - ask if they have a minute to talk
- explain you heard about a situation and ask them to explain their side
- explain why it is a problem - im sure it has just been a misjudgement but there are standards from the GDC that we have to uphold - have the patients best interest at heart, confidentiality, doesnt give public confidence in us or the profession
- rectify situation - apologise to patient, delete posts, ensure it doesnt happen again
- advise - ask if willing to undergo more training
- record - document conversation
how should you deal with domestic abuse
ask - if noticed some bruises, is everything okay at home, im worried you dont seem your usual self
validate - take the blame away from the victim, you do not deserve to be hurt or hit, no matter the situation, i am concerned about your safety
document - describe injuries as well as possible, use patients own words
refer - signpost to services that can help, scottish domestic abuse helpline, womens aid
use pamphlet
if someone wants to complain, what is protocol
tell them to put it into writing, either an email or letter, including how you want it to be resolved - up to 6 months after event
will receive a notification that it has been acknowledged within 3 days but ideally within 24 hours
then the other party will respond within 5 days
they will receive a response within 20 working days
if not happy with response - can take it further to the ombudsman
what is required for capacity
must be able to act, make a reasoned decision, understand the decision, communicate the decision and retain memory of decision
what is required for consent
valid - on the day for that treatment
legal - have capacity, voluntary
informed - be aware of risks, benefits and other treatment options
what is autonomy
power to make our own decisions
what are the principles of the adults with incapacity act
must benefit the patient
be the least restrictive option - minimum intervention
consult relevant others
take into account wishes of adult
exercise reisdual capacity
who can consent to dental treatment
patients with capacity
welfare power of attorney
welfare guardian
medical or dental professional using section 47 of AWI - have to completed additional training
