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Communication skills

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Communication skills

  1. 1. Good Medical Practice 2013 Domain 1: Knowledge, skills and performance Domain 2: Safety and quality Domain 3: Communication, partnership and teamwork Domain 4: Maintaining trust
  2. 2. Receiving Giving Agreement and Planning Introduction Confirming
  3. 3. Introduction Remember to introduce yourself! Think about the physical situation Be safe Be non confrontational Acknowledge anger if there and state openly your intention to address it Always be aware of your body language Ideally get people to sit down….it is harder to stay angry once you’ve sat down and someone is listening to you
  4. 4. Receiving… Silence is fine Listen Demonstrate with body language (ie nodding) and minor verbal ques that you are hearing what the person is saying Clarify things that you are not clear about Understand that in a scenario with an angry patient / relative then the listening is likely to be a prolonged process and in a breaking bad news station likely to be much shorter Where necessary you must lead this with both open and closed questions
  5. 5. Giving… You know the problem now Address the concerns that the patient has If appropriate, this is the time to raise your agenda Do not be judgmental Do not express what you are saying as your personal opinion Be honest about the limits of your knowledge At the end of the giving phase both you and the other party should understand each others position… Remember “chunks and checks”
  6. 6. Agreement and Planning Summarise the established nature of the concern Establish a plan of action to address this  Be aware that in frankly confrontational situations this might involve you dictating a plan of action….if this is the case involve senior support early and document this fact
  7. 7. Confirming This is the time to summarise and confirm Involve the other party in this to be sure they understand If appropriate establish what happens next and an appropriate time frame Ask if there are any outstanding concerns that you can address
  8. 8. Tomorrow We have examples of 4 scenarios The purpose of our practice tomorrow is not to assess your knowledge, it is to assess your communication Without familiarising yourself with the background, no matter how good a communicator you are you won’t do yourself justice
  9. 9. Stations Childhood Obesity  http://www.askdoctorclarke.com/content/c508.pdf ETOH excess  http://www.sign.ac.uk/pdf/qrg74.pdf Non Accidental Injury  http://www.askdoctorclarke.com/content/c334.pdf  http://www.leedsplaynetwork.org.uk/wp- content/uploads/2013/04/Short-Briefing-Paper.pdf Breaking Bad News  http://www.cancerresearchuk.org/cancer- help/type/bowel-cancer/treatment/types/which- treatment-for-advanced-bowel-cancer

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