COMMUNICATION SKILLS

problems in communication between patient and doctor/ dentist (6)

• discovering the reasons for patient’s attendance

• gathering information

• explanation and planning

• patient compliance

• legal issues

• lack of empathy and understanding

specific issues in communication

• provide less information than patients would like

• problems w patient recall and understanding of information received due to medical jargon

• rarely ask patient to volunteer their ideas

term for type of information gathering most dentists do

dentist-centred

main areas of improvement as a result of communication skills training

• decreased patient anxiety

• attentiveness to non-verbal cues

• focussing and listening to patients

communication channels and % that they make up in communication (3)

1. verbal: 7%

2. para-verbal (how we say it i.e. tone): 38%

3. non-verbal: 55%

Calgary-Cambridge Model

• patient-centred clinical approach used in medicine and dentistry

• model divides consultation into 5 steps

1. initiating the session

2. gathering information

3. physical examination

4. explanation and planning

5. closing the session

1. initiating the session

• scene-setting for consultation

• aims: establish initial rapport + identify reason for attendance

establish initial rapport steps

• greet patient and obtain name

• introduce yourself and clarify your role

• demonstrate respect and interest

identify reason for attendance steps

• identify patient’s problem w opening question

• listen attentively wo interrupting or directing conversation

2. gathering information

• 2 agendas: dentists’s and patient’s

• dentist agenda: disease perspective, history, physical examination, diagnosis

• patient agenda: illness perspective, expectations, ideas and beliefs

gathering information communication skills (6)

• use open and closed questions appropriately

• listen actively + attentively wo interruption

• establishes dates and sequence of events

• clarifies patient’s statements

• picks up verbal and non-verbal cues

• uses easily understood terminology

• periodically summarise to verify own understanding of patient perspective

habits to avoid

• leading questions e.g. do you brush your teeth twice a day?

• multiple questions e.g. do you have toothache, sensitivity, burning?