Written and Telephone communication Flashcards

1
Q

Use of telephone consultations

A

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

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2
Q

Advantages of telephone consultations

A

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

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3
Q

Disadvantages of telephone consultations

A

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

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4
Q

When should telephone consultations be avioded

A

Patient not known by doctor

Assessment likely to be helped by/require examination

Little/no provision for follow up care

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5
Q

Model used in hand-over conversations

A

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

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6
Q

Stages of a telephone consultation

A

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.

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7
Q

Types of written communication used in healthcare

A

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

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8
Q

Use of medical records

A

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

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9
Q

Model used for written communication

A

S ubjective (provided by patient)

O bjective (system questions, examination)

A ssessment (synthesis of information)

P roblem list and Plan

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10
Q

Written communication to relevant individual patients

A

Medical records

Request forms for investigations

Precriptions

Informed consent

Correspondence (referrals and letters)

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11
Q

Letters to colleagues

A

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

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12
Q

Letter to patients

A

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

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13
Q

Patient information sheets

A

Provide information to users and healthcare providers about procedures, diseases and lifestyle changes

Should be legible, remembered and understood.

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