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BHP Lecture series COMMUNICATION IN MEDICINE Should doctors learn to communicate? Copyright [email protected] Author Ridad Agoes Dept. Bioethic and Humaniora, Fakultas Kedokteran Universitas Padjadjaran. Copyright [email protected] Jakarta 18 September 1940 MD, FK UNPAD, 1968 MPH, Univ. of California Los Angeles, 1981 Ph.D. in Basic Medical Science Padjadjaran Univ. 1997 Professor Department Parasitology School of Medicine, FKUP Jln. Parasitologi 11 Email: [email protected] Copyright [email protected] Bandung Communication Issue Breaking bad news “I was 25 years old and working in an emergency unit. A young lad was brought in with severe head injury following a road accident. We tried to resuscitate him but it was useless. I had to go out and tell his parents. I didn’t have a clue what to say. I didn’t know how to handle the situation. I just said ‘sorry’ and ran out of the room. That was over 30 years ago and things aren’t really much better now. Copyright [email protected] COMMUNICATION ISSUES During his life time career of 40 years, a doctor will spend approximately 150.000 to 200.000 patient contacts and communication Doctors talk to patients and their families more often than performing medical procedures Unfortunately many doctors are not prepared or ill trained to communicate with patients Copyright [email protected] COMMUNICATION ISSUE Many of the complaints received by the hospital are about doctors’ or nurses’ attitudes and miscommunication Copyright [email protected] COMMUNICATION ISSUES Many medical malpractice claims and patient complaints are caused by emotional and psychological factors due to failed communication. - Copyright [email protected] COMMUNICATION ISSUES - Hospital systems can also contribute to communication problems. Clinics that do not provide good information and clinics that run late can result in dissatisfaction and hostility among patients. Copyright [email protected] • What else ? Copyright [email protected] Litigation • More and more patients are not only willing complain, but also prepared to sue • Poor handling of complaints contribute to increase in litigation • Most patients want an explanation of what went wrong and an apology and many are forced to take legal action when their doctors are not communicating Copyright [email protected] COMMUNICATION What is the definition of COMMUNICATION? Copyright [email protected] COMMUNICATION - A transactional process involving cognitive sorting, selecting and sharing of symbol in such a way as to help another elicit from his own experiences a meaning or responses similar to that intended by the source Copyright [email protected] In other word Communication is a process by which an individual transmitted stimuli (usually verbal) to modify the behavior of other individual. Copyright [email protected] Elements of Communication Source Message Media Target (Feedback) (Impact) Copyright [email protected] Effective Communication • • • • • • If the communication could create : Understanding Satisfaction Influences the attitude Good interpersonal relationship Action Copyright [email protected] Communication Skill • communication skills include : • “ ……. the ability talk to patients on emotional level, to listen, to assess how much information a patient wants to know and to convey information with clarity and sympathy” Copyright [email protected] The seven C’s of Communication Credibility Content Context Clarity Consistency Channels Capability of the audience Copyright [email protected] Communication in Medical Context • Verbal Communication • Non-verbal Communication Copyright [email protected] Verbal Communication • • • • • • • Speaking to the person Look straight in the eye make eye-ball contact Clear message Relevant, interesting Good listener Allow them to digest the message and reply Copyright [email protected] Non – verbal Communication • • • • • Body language Gesture Facial expression. Head movements. Touching. Copyright [email protected] • Why communicate ? Copyright [email protected] What for ? • • • • Providing information to patients Relieving anxiety and stress Offering emotional support Giving instruction to nurse and patient Copyright [email protected] • What else ? • (after 10 minutes break) Copyright [email protected] “When doctors use communication skills effectively, both they and their patients benefit” Copyright [email protected] Effects of Good Communication skill • Patients’ problems are identified more accurately • Patients are more satisfied with their care and can better understand their problems • Patients are more likely to comply with treatment • Patients are less likely to complain Copyright [email protected] • Is there any barrier to effective communication ? Copyright [email protected] Doctors playing God • There is a certain attitude that doctors “is basically God”. But with attitude changes, they were asked to put aside their hard earned status and accept questioning from patient Copyright [email protected] Lack of skill and understanding Undervaluing the importance of communicating Negative attitude Lack of inclination to communicate Human failings Inconsistencies in providing information Language competence Copyright [email protected] Elements of Miscommunication Many patients complained of nurses and doctors saying different things Patients also complained that they had no opportunity to talk to the doctor They complained about lack of involvement in decisions about their care They were given no information about test results Copyright [email protected] So, why is change needed ? Copyright [email protected] Cultural reasons There is a major cultural change within the society where many patients (and their families) are prepared to challenge the way hospital services are provided This cultural change and attitude can be difficult for health professionals to manage, and therefore requires changes in communication behavior Copyright [email protected] Satisfaction and treatment outcome • Another reason for change is the evidence that improving doctors’ communication skill can increase patient satisfaction and improve treatment outcomes Copyright [email protected] “Helping doctors improving the way they communicate with patients can also contribute to increasing job satisfaction and improving doctors’ morale” Copyright [email protected] So, is there room for improvement ? Copyright [email protected] Room for Improvement (1) Dealing with difficult patients : some patients are full of anger, aggressive and hostile and the way doctor manage them will influence the outcome Copyright [email protected] Room for improvement (2) • Dealing with different need of patients: • Some patients have mental health problems, acute sensory impairments, and language barrier Copyright [email protected] Room for improvement (3) “Reducing errors and improving treatment approach: Doctors should review mistakes they have done and improve their approach to handling patients by improving their clinical effectiveness Copyright [email protected] • What else ? Copyright [email protected] Ten bad listening habit to avoid (1) Dismissing patient’s complaints as irrelevant or uninteresting Resistance to listening to patient becomes more pronounced as doctors get tired or bored Copyright [email protected] Ten bad listening habit to avoid (2) “Pretending to listen or acting to look attentive”. • Feigning attention is risky. Patient usually can sense when a doctor is pretending to listen Copyright [email protected] Ten bad listening habit to avoid (3) “Avoiding complicated subjects”. • Doctors usually avoid listening to complicated subjects and prefer simple complaints Copyright [email protected] Ten bad listening habit to avoid (4) “Too many distractions”. • Do not allow distraction interfere during communication with patient. Copyright [email protected] Ten bad listening habit to avoid (5) “Finding fault with the speaker” . • Avoid finding fault by learning to concentrate more on content rather than on the speaking style Copyright [email protected] Ten bad listening habit to avoid (6) “Listening only on fact” . Learn also to include listening to the emotional aspects of patient’s complaints Copyright [email protected] Ten bad listening habit to avoid (7) “Becoming too enthusiastic” . • Avoid getting carried away by patients explanation Copyright [email protected] Ten bad listening habit to avoid (8) “Doctors becoming antagonized by patient’s emotional complaints” . Certain statement made by patient may trigger negative emotional reaction from the doctor Copyright [email protected] Ten bad listening habit to avoid (9) “Listening is distracted by taking of notes” . First get the message, and then write down notes Copyright [email protected] Ten bad listening habit to avoid (10) “Doctors did not focus on what is being said” . If communication is slow, listening becomes bored and the mind may wander somewhere else. Learn to avoid thinking of something other than what patient is trying to communicate Copyright [email protected] Thank you …. Copyright [email protected]