Slide 1: www.rxdentistry.net Slide 2: Art Of Conquering Patients www.rxdentistry.net Slide 3: Content
Why Good Patient Communication Is Important?
Types Of Communication
Types Of Doctor–Patient Relationship
Factors influences On The Doctor–Patient Relationship
Partnerships In Treatment Decision-Making
Practical Strategies For Today’s Clinical
Conclusion www.rxdentistry.net Slide 4: Introduction Effective medical practice
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
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
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
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.
Booklets www.rxdentistry.net Slide 16: Advantages of non-verbal
Reflective and spontaneous
Audible and visible
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
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
“What is going on in your life?”
“How do you feel about what is going on?”
“What about the situation troubles you the most?”
“How are you handling that?”
“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
Working to Achieve Behavioral Change
Social barriers www.rxdentistry.net Slide 26: Solutions to Barriers
SEGUE Framework Set the Stage
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
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
Patient characteristics and behaviours
Influence of structural context www.rxdentistry.net Slide 34: Partnerships In Treatment
Models of decision making
Informed decision-making www.rxdentistry.net Slide 35: Four Requirements for Shared Decision making
1.Both doctor and patient are involved
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
Partner with Your Patient
Develop Cultural Competency
Provide Motivational Counseling
The LEARN Model www.rxdentistry.net Slide 37: The LEARN Model Listen
Negotiate www.rxdentistry.net Slide 38: Practical Strategies for Today’s Clinical Environment www.rxdentistry.net Slide 39: Strategy 1
Empathy and Compassion www.rxdentistry.net Slide 40: Strategy 2
Not Pushing Your Patient www.rxdentistry.net Slide 41: Strategy 3
Know your patients
Define communication roles
Know your techniques
SOLER,BATHE,SEGUE,LEARN www.rxdentistry.net Slide 42: Strategy 4
The RESPECT Model
Trust www.rxdentistry.net Slide 43: Outcomes of Effective Communication Diagnostic accuracy
Adherence to treatment
Increased patient and clinician satisfaction. www.rxdentistry.net Slide 44: Assessment Evaluate youself
Observation and feedback
Practice makes perfect www.rxdentistry.net Slide 45: Conclusion Doctors have a moral and social responsibility
Empathy and Compassion www.rxdentistry.net Slide 46: www.rxdentistry.net Slide 47: www.rxdentistry.net