Written and Telephone communication Flashcards
Use of telephone consultations
GP triage and telephone consultations
NHS direct
Out of hours triage
Telephone follow-up
Obtaining test results
Preventing missed appointments
Telephone reminders to improve screening uptake
Advantages of telephone consultations
Speed of access
Access to advice for people with restricted mobility
Easy access to advice with changing symptoms, or symptom management
Time efficient
Patients may feel easier to contact doctor
Disadvantages of telephone consultations
Lack of non-verbal cues
No direct observations
No direct examination
No diagnostic tests
Need for active listening
3rd parties (confidentiality)
Cultural and language barriers enhanced
Hearing impairment
When should telephone consultations be avioded
Patient not known by doctor
Assessment likely to be helped by/require examination
Little/no provision for follow up care
Model used in hand-over conversations
I – Identify: self – name, position, location and who you are talking to; Identify patient name age sex location
S – Situation – state purpose ‘the reason I am calling’
B – Background – tell the story – current problem: date of admission, relevant history, exam, test results, management.
A- Assessment – state what you think is going on
R – Request – state request
Stages of a telephone consultation
Preparation: check notes/results/patient info
Identify yourself, obtain callers name and telephone number, speak directly with patient
History
Summarising (allow time for patient to ask questions)
Management: agree on plan of action, provide advice on treatment and follow-up, let caller disconnect first
Recording: time and date of call, summarise points covered.
Types of written communication used in healthcare
Individual patients - records, request/consent forms, correspondence, referral forms
Generic patients - drug leaflet enclosures, information leaflets, print media
Healthcare Professionals - clinical guidelines, staff appraisals, drug enclosures, letters
Use of medical records
Accurate record of what you observed, concluded and did for the patient
Facilitates continuity of care
Allows information to be preserved
May be used for research
Model used for written communication
S ubjective (provided by patient)
O bjective (system questions, examination)
A ssessment (synthesis of information)
P roblem list and Plan
Written communication to relevant individual patients
Medical records
Request forms for investigations
Precriptions
Informed consent
Correspondence (referrals and letters)
Letters to colleagues
To inform another HCP of the experience you have had with a patient
Should be brief, clear, logical, avoid jargon, provide relevant information, state recommedations/reasons for referral/follow-up plan
Letter to patients
Give accurate information on investigations, test results, diagnosis, treatment, follow up or appointments
Should maintain a patient’s individuality:
Correct name/address
Reflection of what took place
No jargon
Sensitive to confidentiality
Clear contact information so patients can respond
Patient information sheets
Provide information to users and healthcare providers about procedures, diseases and lifestyle changes
Should be legible, remembered and understood.
