Health care

provider Community

COMMUNICATION SKILLS Health care Health care

provider provider
FOR MEDICAL PROFESSIONALS
Suhaib Bani Essa
JUST, KAUH
Patient

Date Lecture Lecturer

09-12 Oct 2022 Introduction Dr Suhaib Bani Essa
16-19 Oct 2022 Doctor-patient relationship Dr Aws Khasawneh
HEALTH COMMUNICATION AND QUALITY
23-26 Oct 2022 0
Communication with Dr Suhaib Bani Essa
CARE
patients with special needs

30 Oct-2 Nov 2022 Dr Amer Jaradat

How to convey illness
diagnosis and health ¢ Improving quality of communication is
education
06-09 Nov 2022 Communication with Dr Kamlih Barham tantamount to improving patient outcomes
paediatric patients
13-16 Nov 2022 Breaking bad news Dr Alia Mohtaseb ¢ Communication will determine the extent to
20-23 Nov 2022 Gathering information: the
art of asking questions
Dr AbdulRahman
Manasreh which patients:
27-30 Nov 2022 Mid term exam -
— Experience fewer adverse medical events
04-07 Dec 2022 Virtual clinics, social
media and Internet as
Dr Ahmad Yassin — Exhibit higher levels of adherence to the treatment
tools of communication regimens
11-14 Dec 2022 Listening skills Dr Ahmad AlTarifi
— Trust care and their providers
18-21 Dec 2022 Referrals and Dr Ashraf Oweis
— Are satisfied with care and providers
25-28 Dec 2022
consultations
Professionalism Dr Khaled Jadallah
— Practice effective self-management behaviors
01-04 Jan 2023 How to write a personal Dr Mahmoud Alfaqih — Experience less symptom severity
statement
— Suffer less morbidity and mortality
08-11 Jan 2023 Scientific publications as Dr Nasr Alrabadi
communication tools — Access and utilize available health resources
15-18 Jan 2023
Final Exam

ARE THERE PROBLEMS IN DOCTOR- ARE THERE PROBLEMS IN DOCTOR-

PATIENT COMMUNICATION? PATIENT COMMUNICATION?

¢ Do doctors know the real reasons for patients’ ¢ How do doctors give patients information?
attendance? — Internists devoted little time to the task of giving
¢ Research shows that: information
— Patients bring multiple problems at each visit — Doctors provide information in an inflexible way and
tend to ignore what individual patients wish to know
— Doctors don’t discover all the patients’ problems
— There are significant problems with patients‘ recall
— Doctors interrupt their patients very fast
and understanding of the information that doctors
— Doctors very often assume that the first complaint impart
mentioned is the only one that the patient has
— Doctors use language that patients do not
brought
understand and appear to use it to control their
patients‘ involvement in the interview.
ARE THERE PROBLEMS IN DOCTOR- ARE THERE PROBLEMS IN DOCTOR-
PATIENT COMMUNICATION? PATIENT COMMUNICATION?

¢ Compliance ¢ Medico-legal complaints related to

— On average, 50% of the patients do not take their communication
medicine at all or take it incorrectly — Patient dissatisfaction and the perceived absence of
— Non-compliance is enormously expensive caring on the part of physician led to letters of
complaint
— There is a relationship between physician empathy
and malpractice sues. Poor doctor-patient
communication was identified as one of the root
causes

ARE THERE PROBLEMS IN DOCTOR-

PATIENT COMMUNICATION?

¢ Patient and doctor’s satisfaction ¢ Is there evidence that training can overcome
— 30 - 40% of the patients express their lack of these problems?
satisfaction from their physician — Many studies have demonstrated that consultation
— 60% of the doctors feel unsatisfied and under great skills training can make a difference in all of the
job stress objective measurements of medical care - it is not just
— Doctors with good bedside manners had a better subjective.
impact on patients than physicians who were less
personal

ILLNESS BEHAVIOUR CASE SCENARIO

¢ How a person feels, thinks and reacts to his/her ¢ A young healthy lady has a high fever.
illness. ¢ She may react to it by:
¢ A patient’s health understanding influences the — Neglect
way a symptom is perceived, and what prompts a — Taking time off work
person to consider him/herself in need of medical — Self-medication
advice is a complex decision. — Visiting her Family Physician
¢ It does not correlate with the true seriousness of
the illness or the doctor’s perception of a need to
consult.
¢ The likelihood of deciding to visit the physician
depends on many factors
REASONS PATIENTS SEEK MEDICAL HELP
¢ A patient with a problem comes to the physician ¢ Symptoms (presenting complaint) are not the
seeking answers to six questions: only reason a patient is seeking medical help for,
¢ 1. What has happened? the real reasons are:
¢ 2. Why has it happened? ¢ Patient‘s beliefs and worries

¢ 3. Why me? ¢ Factors affecting patient‘s beliefs and worries

¢ 4. Why now?

¢ 5. What would happen if nothing was done about

it?
¢ 6. What should I do about it and whom should I
consult for further help?

FACTORS AFFECTING ILLNESS

BEHAVIOUR
¢ 1. Gender ¢ 40 - 80% of patients do not follow the given
¢ 2. Age recommendation by the physician.
¢ 3. Race ¢ Most patients want to know about the prognosis,
¢ 4. Learned behavior causation and diagnosis of their condition,
¢ 5. Accessibility to health services whereas doctors prioritize treatment and drug
¢ 6. Previous experience therapy.
¢ 7. Lay beliefs ¢ Discovering patients‘ expectations leads to

¢ 8. Social class greater patient adherence to plans whether or

¢ 9. Symptom presentation
not these expectations are met
¢ 10. Trigger factors
¢ 11. Locus of control

COMMUNICATION CYCLE
¢ Try to see the full picture of your patient (disease ¢ 1. Develop idea
and illness). ¢ 2. Encode message
¢ Try to see the unseen feelings and hear the ¢ 3. Transmit message (verbal or nonverbal)
unspoken suffering of your patient.
¢ 4. Receive message

¢ 5. Decode message

¢ 6. Feedback
HOW TO IMPROVE COMMON BARRIERS TO EFFECTIVE
COMMUNICATION COMMUNICATION
¢ Learn to listen. ¢ Use of jargon
¢ Select words appropriately ¢ Lecturing without feedback
¢ Relax ¢ Emotional barriers, cultural differences and taboos
¢ Be optimistic
¢ Lack of attention, interest, distractions, or irrelevance
¢ Passive listening
¢ Empathise
¢ Blocking
¢ Learn to be assertive
¢ Collision
¢ Reflect and improve
¢ Physical barriers to nonverbal communication
¢ Language differences and the difficulty in
understanding unfamiliar accents
¢ Premature reassurance

12/16/2019 12/16/2019

Listening Vs. Hearing

Basis for
Listening Hearing
General Types of Listening
Comparison
Listening is something done consciously, Hearing refers to one's ability to
Meaning that involve the analysis and perceive sounds, by receiving • Discriminative:
“If we were supposed to talk more than we understanding of the sounds you hear. vibrations through ears.
Tone
What is it?
listen, we would have two tongues and one
A skill An ability

Listening Skills ear.”

Nature
Act
Secondary and temporary
Psychological
Primary and continuous
Physiological
Male vs. female
Languages
Ahmad Altarifi Interpretation of the message received by Young vs. old.
- Mark Twain Involves ears.
Receipt of message through ears.

DDS; PhD Process Active mental process Passive bodily process

• Comprehensive:
Occurs at Conscious level Subconscious level • Need appropriate vocabulary and language
Use of senses More than one Only one • Same words - different meanings
We listen to acquire knowledge and We are neither aware nor we have
Reason
receive information. any control over the sounds we hear.
Concentration Required Not required

Hearing vs. Listening Specific Types of Listening Other Types of Listening

• Informational: • Appreciative:
Most common E.g. Music?
Lectures, news, documentary,… Examples?
• Critical: • Rapport::
More active More with negotiation.
Make judgments and opinions Associated with salesmen.
Lead to further questions Examples?

Based on the research of: Adler, R., Rosenfeld, L. and Proctor, R. ( (2001
• Therapeutic: • Selective:
Counselors, and medical professionals  Bad
JAN

1 2

12/16/2019 12/16/2019

Principles of effective listening Principles of effective listening Principles of effective listening Principles of effective listening
•Stop Talking
• Prepare yourself to • Empathize • Be patient
listen

Principles of effective listening Principles of effective listening Principles of effective listening Principles of effective listening
• Effective body language
• Eye contact
• Remove
• Nodding
• posture distractors • Avoid prejudice • Listen to body IIIIIIIIIIIIII
IIIIIIIIIIIIIIIII
IIIIIIIIIIIIIIIII
IIIIIIIIIII
• Cell phones • i.e. cultural
differences
language IIIIIIIIIIIIIII
IIIIIIIIIIIIIIII
• Doodling IIIIIIIIIIIIIII
IIIIIIIIIIII
IIIIIIIIIIIIIII
IIIIIIIIIIIIIII
• Etc..
IIIIIIIIIIII

3 4
 12/16/2019 12/16/2019

Principles of effective listening Principles of effective listening Signs of active listening Signs of active listening
• Eye contact • Eye contact
• Smile • Smile
• Listen, not hear • Listen for ideas, • Posture • Posture
• Mirroring • Mirroring
Not just words
• Distractions • Distractions

Signs of active listening Verbal Signs of Active Listening

• Eye contact • Positive reinforcement
• Smile • Great!, Oh!; I agree; … etc

• Posture • Remembering
• Key points
• Mirroring
• Questioning
• Distractions!
• Reflection
• Rephrasing
• Clarification
• Summarization

5 6

12/16/2019

Misconception of listening Thank you

• It is difficult to learn how to listen
• I am a good listener
• I am smart---- I am a good listener
• Hearing = Listening
• We listen better with age
• Gender differences???

Professionalism