CS- consultation skills - initiating

outline calgary cambridge model , describe how to create a comfortable environment for the consultation,demonstrate how to talk to patinet and what actions are used to build rapport ?

What is the cambridge calgary model ?

1.initiating the session

2.gathering information

3.Physical examination

4. exploration and planning

5. closing the session

as you go down your providing a structure and building relationships

What key factors help initiate the session ?

• preparation

• establishing initial rapport

• identifying the initial reason for the consultation

What do you do for preparation ?

Yourself

 Professional appearance and manner

 Frame of mind – focus

Consultation Space

 Set up of room (avoid barriers to communication)

 Check equipment and batteries

 Access to sink / hand gel

 Privacy, comfort, dignity, respect

Access to information

 Clinical systems, patient records, information resources etc

What makes a good consultation room environment ?

• confidentiality

• enablers

• no barriers

• ensuring their is respect and dignity

• quiet /private

How do you establish initial rapport ?

● Greet patient and obtain patient’s name. Check how patient would like to be addressed.

● Introduce self, role and nature of interview; obtain consent if

necessary

● Demonstrate respect and interest, attend to patient’s physical comfort

What does I2C6³ stand for ?

● Person’s identity Hello my name is I am the pharmacist on duty. What is your name and date of birth?

● Inform the person I would like to .....

● Gain verbal or implied consent Is that alright with you?

● Call you What would you like me to call you?

● Confidentiality Our discussion is confidential, if I need to tell someone else, I will let you know.

● Chaperone Would you like someone else to be present during the clinical assessment?

● Person’s comfort and dignity Are you comfortable? Would you like to move to a consultation room?

● Clean hands (if doing clinical examination / touching patient)

How do you identify the initial reason for consultation ?

• Identify the patient’s problems/ issues with appropriate opening question (e.g. “What problems brought you to the hospital?” or “What would you like to discuss today?” or “What questions did you hope to get answered today?”)

• Listen attentively to the patient’s opening statement, without interrupting or directing patient’s response

• Confirms list and screens for further problems (e.g. “so that’s headaches and tiredness, anything else?”)

• Negotiates agenda taking both patients and physicians needs into account

• Shut up and listen!-The Golden Minute

How do you demonstrate receiving messages and active listening ?

Active listening

○ Using non-verbal skills ( eye contact , nodding paralanguage ,open body language ) to demonstrate that you are actively listening.

○ Pay attention to nonverbal behaviour of speaker

○ Reflective listening – questioning to clarify, paraphrasing, reflecting, summarising.

How do you build relationship with patients ?

• using appropriate non-verbal behaviour

• developing rapport

• involving the patient