Category: Education

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By: drsnhlmehta (56 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 its my humble request......

By: nzm59 (66 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

By: juhirai (67 month(s) ago)

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Presentation Transcript

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Art Of Conquering Patients

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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

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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.”

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Stages Input Process Outcome

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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.

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Why Good Patient Communication Is Important? Patient Satisfaction. Clinical Outcomes. Benefit To Practice. Social Role Of Doctors Psychosocial Outcomes

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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.

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Types Of Communication Non-Verbal Verbal

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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.

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Preparing the Environment Create a private area. Eliminate noise and distractions. Provide comfortable seating at equal eye level. Provide easy physical access.

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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.

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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

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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.

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Good Impression The first impression is best impression. Office Set-up Registration Magazines T.V. Informative Booklets

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Advantages of non-verbal Communication Reflective and spontaneous Audible and visible Specific information Encodes severity Able to differentiate emotions such as anger and fear

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SOLER Technique S – Sit squarely in relation to the patient O – Open position L – Lean slightly towards the patient E – Eye contact R – Relax

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Verbal Communication

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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

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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.

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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

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6. Explain clearly. 7. Ensure that the patient understood thoroughly 8. Answer all questions. 9. Obtain valid, informed consent. 10. Perform follow up.

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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.”

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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

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Barriers to Effective Communication Time Management Differing Agendas Asking Questions Working to Achieve Behavioral Change Physical barrier Psychological barrier Social barriers

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Solutions to Barriers SEGUE Framework Set the Stage Elicit Information Give Information Perspective Understand the Patient’s Perspective End the Encounter

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Difficult Situations The Role of the Family: No Patient is an Island Treating the Elderly Working with Difficult Patients Being Culturally and Gender Sensitive

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Types Of Doctor–Patient Relationship Paternalistic Mutuality Consumerist Default

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A paternalistic (or guidance–cooperation) relationship, involving high physician control and low patient control Paternalistic

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Mutuality is characterized by the active involvement of patients as more equal partners in the consultation Mutuality

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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

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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

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Factors influences on the doctor–patient relationship Approaches Doctor-centred Patient-centred Patient characteristics and behaviours Influence of structural context

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Partnerships In Treatment Decision-Making Models of decision making Paternalist Shared Informed decision-making

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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

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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

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The LEARN Model Listen Explain Acknowledge Recommend Negotiate

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Practical Strategies for Today’s Clinical Environment

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Strategy 1 Good Start Body Language Listening Skills Asking Questions Giving Answers Partnership Cultural Competency Motivational Counseling Empathy and Compassion

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Strategy 2 Patients' Interests Flexible Describing Issues Responding Medically Not Pushing Your Patient

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Strategy 3 Educational Programs Open Communication Know your patients Define communication roles Empower Know your techniques SOLER,BATHE,SEGUE,LEARN

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Strategy 4 The RESPECT Model Rapport Empathy Support Partnership Explanations Cultural competence Trust

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Outcomes of Effective Communication Diagnostic accuracy Greater involvement Adherence to treatment Increased patient and clinician satisfaction.

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Assessment Evaluate youself Video triggers Observation and feedback Role Play Practice makes perfect

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Conclusion Doctors have a moral and social responsibility Interactive process Job satisfaction Empathy and Compassion

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