Building the Building the relationship relationship
Dec 10, 2015
Building the relationshipBuilding the relationship
Occurs throughout the interviewOccurs throughout the interview Important in Specialist medicineImportant in Specialist medicine Important in General PracticeImportant in General Practice Poorly developed in medical studentsPoorly developed in medical students Media reports of patient dissatisfactionMedia reports of patient dissatisfaction
Other consultation Other consultation modelsmodels
Byrne and LongByrne and Long PendletonPendleton NeighbourNeighbour Cohen-ColeCohen-Cole Keller and CarrollKeller and Carroll
Skills for building the Skills for building the relationshiprelationship
Non-verbal communicationNon-verbal communication Developing rapportDeveloping rapport Involving the patientInvolving the patient
Non-verbal Non-verbal communicationcommunication
Demonstrates appropriate non-verbal Demonstrates appropriate non-verbal behaviourbehaviour
Uses notes in a manner that doesn’t Uses notes in a manner that doesn’t interfere with dialogue or rapportinterfere with dialogue or rapport
Picks up patient’s non-verbal cuesPicks up patient’s non-verbal cues
Developing rapportDeveloping rapport
Acceptance of patient’s views and Acceptance of patient’s views and feelingsfeelings
Empathy and supportEmpathy and support SensitivitySensitivity
Involving the patientInvolving the patient
Sharing of thoughtsSharing of thoughts Provides rationaleProvides rationale ExaminationExamination
Non-verbal and verbal Non-verbal and verbal communicationcommunication
Usually work together to re-inforce one Usually work together to re-inforce one anotheranother
Telephone consultationsTelephone consultations Evidence that non-verbal communication Evidence that non-verbal communication
can make a lot of differencecan make a lot of difference ““Healthy friction”Healthy friction”
Use of notesUse of notes
Patients withhold their initial reply until Patients withhold their initial reply until eye contact giveneye contact given
Patients pause when doctor looks at Patients pause when doctor looks at notesnotes
Patients use body movementPatients use body movement Fluency deterioratesFluency deteriorates Doctors miss informationDoctors miss information
Developing rapportDeveloping rapport
Accepting responseAccepting response Empathy and supportEmpathy and support SensitivitySensitivity
Accepting responseAccepting response
Accept non-judgementally what the Accept non-judgementally what the patient sayspatient says
Acknowledge legitimacy of patient to hold Acknowledge legitimacy of patient to hold their viewstheir views
Value patient’s contributionsValue patient’s contributions At the root of trustAt the root of trust
Skills of accepting Skills of accepting responseresponse
Acknowledge patient’s thought by Acknowledge patient’s thought by restating / summarizingrestating / summarizing
Show understandingShow understanding Use attentive silenceUse attentive silence Acknowledge value to youAcknowledge value to you
“I’m so angry with him. How could he have left me alone like that; he didn’t even make a will”
“So, you feel angry about being left alone and about the will. I can see that must be upsetting”
“Yes, I am. Then I feel guilty about being angry withhim. Am I going mad, doctor?”
I am glad you mentioned these strong emotionsto me. Let’s discuss things further.
EmpathyEmpathy
Understanding and sensitive appreciation Understanding and sensitive appreciation of another person’s predicament or of another person’s predicament or feelingsfeelings
Communication of that understanding Communication of that understanding back to the patient in a supportive wayback to the patient in a supportive way
Understanding patient’sUnderstanding patient’spredicament and feelingspredicament and feelings
IntroductionIntroduction ClarifyingClarifying Attentive listeningAttentive listening FacilitationFacilitation EncouragingEncouraging Picking up cuesPicking up cues
SummarizingSummarizing AcceptanceAcceptance Non-judgementalNon-judgemental Use of silenceUse of silence Patient as equalPatient as equal Offering choicesOffering choices
Communicating empathyCommunicating empathy
Non-verbal communicationNon-verbal communication
Verbal empathic statements: supportive Verbal empathic statements: supportive comments that link the ‘I’ of the doctor to comments that link the ‘I’ of the doctor to the ‘you’ of the patientthe ‘you’ of the patient
“I can see that your husband’s memory loss has been very difficult for you to cope with”
“I can appreciate how difficult it is for you to talkabout this”
“I can sense how angry you have been feeling about things”
SupportSupport
ConcernConcern UnderstandingUnderstanding Willingness to helpWillingness to help PartnershipPartnership Acknowledge patient’s coping effortsAcknowledge patient’s coping efforts SensitivitySensitivity
Involving the patientInvolving the patient
Sharing of thoughtsSharing of thoughts Providing rationaleProviding rationale ExaminationExamination
Sharing of thoughtsSharing of thoughts
Use of summaryUse of summary Checking understandingChecking understanding Sharing thinkingSharing thinking
“what I am thinking now is how to sort out whether this arm pain is coming from yourshoulder or your neck”
Providing rationaleProviding rationale
“How many pillows do you use at night?”
“Do you get breathless when you lie flat at night?”
“Do you have to prop yourself up on several pillows?”