logging in or signing up Art_of_Conquering_patients dr_madaan_10 Download Post to : URL : Related Presentations : Let's Connect Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 2435 Category: Education License: All Rights Reserved Like it (1) Dislike it (0) Added: February 01, 2010 This Presentation is Public Favorites: 2 Presentation Description No description available. Comments Posting comment... By: drsnhlmehta (37 month(s) ago) sir i really like ur ppt...convincing patient is the most difficult task in any dentstry.can u pls send this ppt to my id email@example.com its my humble request...... Saving..... Post Reply Close Saving..... Edit Comment Close By: nzm59 (47 month(s) ago) Thanks its a wonderful presentation work with the college of physicians and surgeons Pakistan. Kindly send the PPT to my email address would be very useful. Noreen Saving..... Post Reply Close Saving..... Edit Comment Close By: juhirai (47 month(s) ago) i liked this ppt. plz snd it at firstname.lastname@example.org Saving..... Post Reply Close Saving..... Edit Comment Close Premium member Presentation Transcript Slide 1: www.rxdentistry.net Slide 2: Art Of Conquering Patients www.rxdentistry.net Slide 3: Content Introduction Aim Why Good Patient Communication Is Important? Types Of Communication Non-Verbal Verbal Types Of Doctor–Patient Relationship Factors influences On The Doctor–Patient Relationship Partnerships In Treatment Decision-Making Practical Strategies For Today’s Clinical Environment Assessment Conclusion www.rxdentistry.net Slide 4: Introduction Effective medical practice provider-client interaction Litigation Tangible benefits Developing good relationships Communication has been defined as “the transmission of information, thoughts and feelings so that they are satisfactorily received or understood.” www.rxdentistry.net Slide 5: Stages Input Process Outcome www.rxdentistry.net Slide 6: Aim Change your perception about how you communicate with a patient At the end of the presentation you should: Understand the need for good communication and how this can be improved Recognise different ways of communication , doctor – patient relationship , decision making in treatment Self assessment of communication skills Enhancing two-way communication between doctor and patient in limited time encounters. www.rxdentistry.net Slide 7: Why Good Patient Communication Is Important? Patient Satisfaction. Clinical Outcomes. Benefit To Practice. Social Role Of Doctors Psychosocial Outcomes www.rxdentistry.net Slide 8: Importance of communication How we communicate is just as important as what we say. Makes evidence based medicine/ dentistry real to patients. Improves outcomes for both patients and physicians. www.rxdentistry.net Slide 9: Types Of Communication Non-Verbal Verbal www.rxdentistry.net Slide 10: Non-Verbal Preparing the Environment Preparing Oneself Monitor Your Body Language Good Impression Nonverbal communication is the act of imparting or interchanging thoughts, posture, opinions or information without the use of words, using gestures, sign language, facial expressions and body language instead. www.rxdentistry.net Slide 11: Preparing the Environment Create a private area. Eliminate noise and distractions. Provide comfortable seating at equal eye level. Provide easy physical access. www.rxdentistry.net Slide 12: Preparing Oneself Eliminate distractions and interruptions. Center your attention on the task at hand. Tune out distracting thoughts or concerns. Construct an image of what you want to accomplish in your mind. www.rxdentistry.net Slide 13: Monitor Your Body Language Convey as much meaning Keep the chest area open and arms unfolded Relaxed body position. Face the patient directly. Lean slightly forward. Make yourself Attractive www.rxdentistry.net Slide 14: Keep an appropriate distance Avoid looking over the rim of your glasses. On the other hand, taking off your glasses while the patient is speaking conveys a caring, empathic response to what you are hearing. Remain still and focused on the patient. www.rxdentistry.net Slide 15: Good Impression The first impression is best impression. Office Set-up Registration Magazines T.V. Informative Booklets www.rxdentistry.net Slide 16: Advantages of non-verbal Communication Reflective and spontaneous Audible and visible Specific information Encodes severity Able to differentiate emotions such as anger and fear www.rxdentistry.net Slide 17: SOLER Technique S – Sit squarely in relation to the patient O – Open position L – Lean slightly towards the patient E – Eye contact R – Relax www.rxdentistry.net Slide 18: Verbal Communication www.rxdentistry.net Slide 19: Greeting the patient Beginning the interview Eliciting a full account of the patient’s problems Receiving the patient’s communication Offering a full account of the patient’s problems Check the patients understanding capacity Ending the interview Verbal Communication www.rxdentistry.net Slide 20: COMMUNICATION SKILLS Practice Effective Listening Skills Reflective listening Empathic listening Use subtle changes in facial expression Nod your head at key points. Lean slightly forward and make eye contact as recommended earlier. Offer brief confirmations. An “um-hmm” or “I see” uttered while looking directly at the patient. www.rxdentistry.net Slide 21: 1. Establish good rapport. 2. Respect the patient and be a good listener. 3. Be honest. 4. Obtain an accurate record. 5. Disclose all relevant facts. The following 10 steps offer a guide www.rxdentistry.net Slide 22: 6. Explain clearly. 7. Ensure that the patient understood thoroughly 8. Answer all questions. 9. Obtain valid, informed consent. 10. Perform follow up. www.rxdentistry.net Slide 23: The BATHE Technique Background “What is going on in your life?” Affect “How do you feel about what is going on?” Trouble “What about the situation troubles you the most?” Handling “How are you handling that?” Empathy “That must be very difficult for you.” www.rxdentistry.net Slide 24: Ten bad habits to avoid 1. Dismissing the subject matter as uninteresting 2. Feigning attention 3. Avoiding difficult material 4. Allowing distractions 5. Finding fault with the speaker 6. Listening only for details or facts 7. Becoming attracted by the speaker 8.Allowing emotion-laden words 9. Taking notes 10. Wasting the advantage of thought-speech speed www.rxdentistry.net Slide 25: Barriers to Effective Communication Time Management Differing Agendas Asking Questions Working to Achieve Behavioral Change Physical barrier Psychological barrier Social barriers www.rxdentistry.net Slide 26: Solutions to Barriers SEGUE Framework Set the Stage Elicit Information Give Information Perspective Understand the Patient’s Perspective End the Encounter www.rxdentistry.net Slide 27: Difficult Situations The Role of the Family: No Patient is an Island Treating the Elderly Working with Difficult Patients Being Culturally and Gender Sensitive www.rxdentistry.net Slide 28: Types Of Doctor–Patient Relationship Paternalistic Mutuality Consumerist Default www.rxdentistry.net Slide 29: A paternalistic (or guidance–cooperation) relationship, involving high physician control and low patient control Paternalistic www.rxdentistry.net Slide 30: Mutuality is characterized by the active involvement of patients as more equal partners in the consultation Mutuality www.rxdentistry.net Slide 31: Consumerist relationship describes a situation in which power relationships are reversed; with the patient taking the active role and the doctor adopting a fairly passive role Consumerist www.rxdentistry.net Slide 32: Default can occur if patients continue to adopt a passive role even when the doctor reduces some of his or her control, with the consultation therefore lacking sufficient direction. Default www.rxdentistry.net Slide 33: Factors influences on the doctor–patient relationship Approaches Doctor-centred Patient-centred Patient characteristics and behaviours Influence of structural context www.rxdentistry.net Slide 34: Partnerships In Treatment Decision-Making Models of decision making Paternalist Shared Informed decision-making www.rxdentistry.net Slide 35: Four Requirements for Shared Decision making 1.Both doctor and patient are involved 2.Share information 3.Build a consensus about the preferred treatment 4.Reach an agreement www.rxdentistry.net Slide 36: Key aspects in decision making Treatment choices Patients preferences for participation Concordance Partner with Your Patient Develop Cultural Competency Provide Motivational Counseling The LEARN Model www.rxdentistry.net Slide 37: The LEARN Model Listen Explain Acknowledge Recommend Negotiate www.rxdentistry.net Slide 38: Practical Strategies for Today’s Clinical Environment www.rxdentistry.net Slide 39: Strategy 1 Good Start Body Language Listening Skills Asking Questions Giving Answers Partnership Cultural Competency Motivational Counseling Empathy and Compassion www.rxdentistry.net Slide 40: Strategy 2 Patients' Interests Flexible Describing Issues Responding Medically Not Pushing Your Patient www.rxdentistry.net Slide 41: Strategy 3 Educational Programs Open Communication Know your patients Define communication roles Empower Know your techniques SOLER,BATHE,SEGUE,LEARN www.rxdentistry.net Slide 42: Strategy 4 The RESPECT Model Rapport Empathy Support Partnership Explanations Cultural competence Trust www.rxdentistry.net Slide 43: Outcomes of Effective Communication Diagnostic accuracy Greater involvement Adherence to treatment Increased patient and clinician satisfaction. www.rxdentistry.net Slide 44: Assessment Evaluate youself Video triggers Observation and feedback Role Play Practice makes perfect www.rxdentistry.net Slide 45: Conclusion Doctors have a moral and social responsibility Interactive process Job satisfaction Empathy and Compassion www.rxdentistry.net Slide 46: www.rxdentistry.net Slide 47: www.rxdentistry.net You do not have the permission to view this presentation. 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