Remote Consultation Skills

Question 1

Cambridge-Calgary model

Answer 1

Initiating session
Gathering information
Physical information
Explanation and planning
Closing the session

Providing structure + building the relationship

Question 2

What is a remote consultation?

Answer 2

Consultation that takes place on the phone or via video

Question 3

What is a consultation?

Answer 3

A meeting to discuss something or get advice with the goal of discovering the best course of action to take usually between a person and a healthcare professional

Question 4

What needs to be done for a consultation to take place?

Answer 4

Establish the persons agenda
Focus on what the person needs from the consultation
Facilitate a shared decision about next steps

Question 5

What are the barriers to a remote consultation?

Answer 5

Technological
Practical
Emotional
Interpersonal

Question 6

What are some technological factors that could affect a remote consultation?

Answer 6

Computer system
Technology malfunctioning
Tiring especially if no breaks
Digital literacy

Question 7

What are some practical factors that could affect a remote consultation?

Answer 7

Environment could be distracting
Third person involvement - e.g. interpreter or carer
Information governance - filming or recording without consent
Confidentiality
Patient preference - may not want RC
Patient may need support to use technology taking more time

Question 8

What are some emotional factors that could affect a remote consultation?

Answer 8

• Easier to be empathetic in person can see, talk and look at body language
• Patient may feel at ease using RC but may be hesistant if not familiar with technology
• Patient may prefer or be excited to use new technology
• Frustration as cannot get F2F consultation
• Difficult to manage when patients get emotional or upset
• HCA may be nervous about using RC

Question 9

What are some interpersonal factors that could affect a remote consultation?

Answer 9

• Less non verbal cues, tech issues, audio lag, sound overlap
• Challenging to show clinical empathy
• End of consultation not always clear
• Pre-existing communication challenges - hearing impairment etc
• Exacerbation of language barriers
• Interpreting cues and body language differently

Question 10

Outline CONSULT model for remote consultations

Answer 10

C - CONSIDER
O - ORGANISE
N - NECESSARY
S - START
U - UNDERTAKE
L - LISTEN
T - TERMINATE