Study Day Programme

1
Study Day Programme

• 21st November 2007

2
Communication Skills Related Topics

• 10001100 Mr G McGarry The GMC And You
• 1100-1115 Coffee
• 1115-1155 Mr J McGarva Communication Within
  Teams
• 1155-1230 Mr A Cain The Difficult Consultation
• 1230-1255 Lunch
• 1255-1300 Mr Neil Jarvis Astra Zeneca
• 1300-1325 Mr A Cain Pendleton small groups
• 1325-1345 Mr A Murray The ENT aide-memoire
• 1345-1645 All Small group video review

3
Aide Memoire

• Standard ENT Consultation Task Points
• 1 Identify and confirm patients reason for
  attendance with reference to the referral letter
• 2 Take a diagnostic history and assess the impact
  of symptoms on patient
• 3 Summarise history back to patient
• 4 Systematic examination including explanation of
  each step
• 5 Formulate differential diagnosis
• 6 Explain and discuss differential diagnosis with
  patient
• 7 Agree next action with patient
• 8 Summarise back to patient
• 9 Check patients concerns have been addressed

4
Aide Memoire

• Observations
• Non-verbal communication Examples
• Dress
• Eye contact
• Expression
• Gestures
• Posture
• Tone of voice
• Others

5
Aide Memoire

• Questions
• Inference Questioning
• Doctor orientated-
• Directing, chastising, terminating, blocking
  behaviour etc
• Patient orientated-
• Reflecting content and feelings, summarising,
  accepting etc
• Factual Questioning
• Open
• Closed appropriately, inappropriately
• Is there evidence of active listening?

6
Aide Memoire

• Other points to reflect on-
• Was the patient given adequate opportunity to
  express their problem?
• Was an explanation in terms the patient could
  understand?
• Did the patient have opportunity to discuss what
  could be done to help them?
• Was patients view taken into account?
• Was patient treated with respect?
• Was doctor sensitive to patients feelings?
• Was patient put at ease?