remote consultation Flashcards
what is a remote consultation?
meeting to discuss/get advice with aim of discovering the best course of action to take
discussion between HCP and patient
takes place over phone or video call
potential barriers to RC
technological: does it work for all? digital literacy? malfunctions?
practical: environment (background), confidentiality? patient preferences?
emotional: difficult to manage emotions, hesitance/frustration? or at ease?
interpersonal: difficult to show empathy, fewer verbal cues, tricky to read body language, exacerbating language barriers?
what is the CONSULT model?
Consider: RC or not?
Organise: sufficient training? tech in place?
Necessary: all patient info? able to recognise fatigue? check pre RC
Start: suitable intro, can they see/hear you? confidentiality?
Undertake: ideas (establish these), concerns (priorities), expectations
Listen: to patient needs and agree on next steps. what are their thoughts?
Terminate: appropriately, not cutting off.
other aspects to consider: what about a patient displaying anger?
Probe: ‘I can tell you are finding this frustrating…’
Alert: use their name and that you will solve together
Challenge: use name again, ‘I will end this call if you do not…’
Escalate: ‘I am now going to end this call, we can reschedule for a different time’
other aspects to consider: 10 things
patient safety
understand vulnerable patients
tell patients your name/role
obtain informed consent
undertake clinical assessment and assess medical records
give patient info about all options
appropriate arrangements for aftercare
keep notes and full explain and justify decisions they make
stay up to date with relevant training
