Wk5 Clinical Communication

Question 1

What does education consist of?

Answer 1

Knowledge
Skills
Values

Question 2

Why are health professionals images importance?

Answer 2

• Listening (sincere or superficial?)

- Bedside manner ? Originally started as satire

Question 3

What are the skills needed to perform key tasks?

Answer 3

• Eliciting patient’s problems and concerns
• Giving information
• Discussing treatment options
• Being supportive

Question 4

What does communication in healthcare include?

Answer 4

• Being empathic (of course)
• Being accurate, clear, articulate, non-confrontational,
articulate, honest, reassuring (but again – honest!)
• Being able to negotiate, to obtain approval, to explain, to demonstrate respect for colleagues, talking in meetings, (chairing meetings) expressing polite disagreement, giving negative feedback, making presentations……
• Keeping good records, writing instructions, reading effectively…..
• Reflecting………
• ….and dozens of other things.

Question 5

How should you present yourself?

Answer 5

• Presenting yourself as you want to be perceived:
– Competent
– Kind
– Reassuringly confident
– Reflective (thoughtful)
– Someone who uses “knowledge” and “skills” to think deeply about values

Question 6

What are the 3 professional values pillars?

Answer 6

Self
Others
Context

Question 7

What is self?

Answer 7

The reflective practitioner
Reflect on your qualities and develop yourself
Passive-assertive-aggressive communication with others

Question 8

What are others?

Answer 8

Developing professional relationships

Question 9

What are consultation models?

Answer 9

• Helmann’s Folk Model; approaches the consultation entirely from the patient’s perspective using a series of questions such as: ‘what has happened?’ and ‘why me?’
• Neighbour (The Inner Consultation); uses five points of connecting, summarising, handing over, safety netting and housekeeping, with ‘minimal cues’ to facilitate emergence of any unspoken agenda
• Calgary-Cambridge Guide; describes the consulting process from initiating the session, gathering information, providing structure to the consultation, building a relationship, giving information by explanation and planning, and closing the conversation.
• Pendleton et al; defines the patient’s true agenda….considering other problems, selecting an appropriate action for each, achieving ‘shared understanding’, using time/resources appropriately and establishing/maintaining a relationship (ICE).

Question 10

What is an appropriate order of skills?

Answer 10

Listening
• Asking (appropriate)
questions
• Using clear language
• Non-verbal awareness • Signposting
• Reflecting back
• Using encouragers
• Summarising
• Etc.....

Question 11

How can we use language to connect?

Answer 11

 Repetition
 Synonymy and antonymy
 Rephrasing and clarifying
 Mitigated directives
 “Mirroring” language
 Avoiding words known to be problematic or taboo