Consultation skills in prescribing - more challenging consultations and conflict resolution Flashcards
(10 cards)
Examples of difficult communication situations
Angry/threatening patient, distressed/upset patient, breaking bad news, expert patient, child/adolescent patient, learning disability, dementia, deaf, language barriers.
What is conflict resolution?
The process of addressing and resolving disputes or misunderstandings in a constructive manner.
Top tips for effective communication
Foster open communication, show empathy, identify underlying issues, mediate and negotiate, seek a compromise, demonstrate professional behaviour, follow established policies and procedures, document the issue and provide follow-up.
What does the ‘LEARN’ model stand for?
Listen to the patient’s perspective, explain your perspective, acknowledge the differences and similarities, recommend a plan of action, negotiate to reach a shared solution.
How to handle angry patients?
Remain calm, use a low tone of voice, allow time to vent, use conflict resolution strategies, and show empathy.
How to support distressed patients?
Don’t claim to understand their emotions, allow them to be upset, reassure them it’s okay to feel that way, and ask open-ended questions.
What questions can you ask distressed patients?
What was your mum like? How are you doing? I’m so sorry to hear that? That must be really difficult for you.
What to remember when dealing with expert patients?
Do not assume you know more clinically, listen first, learn from them, and be prepared by reading notes prior to the consultation.
What are the aims of consultation with children and adolescents?
Address the perceived problem of parent and child, treat everyone as equals, and attend to emotional concerns.
How to communicate with patients with language barriers?
Use Google Translate for texts, utilize ‘Language Lines’, maintain empathy, and engage with welcoming gestures.
