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Patient Centered Communication

Patient Centered Communication. Lianne Beck, MD Assistant Professor Emory Family Medicine. Statistics. Between 30 - 80 % of patients' expectations are not met in routine primary care visits.

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Patient Centered Communication

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  1. Patient Centered Communication Lianne Beck, MD Assistant Professor Emory Family Medicine

  2. Statistics • Between 30 - 80 % of patients' expectations are not met in routine primary care visits. • Physicians often redirect patients at the beginning of the visit, giving patients less than 30 seconds to express their concerns. • Physicians tend not to involve patients in decision making and, in general, rarely express empathy. • Patients forget more than half of physicians' clinical recommendations, and differences in agendas and expectations often are not reconciled.

  3. Current Practice • Physicians often feel a strong desire to dive into the first problem a patient mentions and to address all of a patient's stated needs at each visit, along with multiple prevention and chronic illness guidelines.

  4. Goal • Teach you how to use principles of patient-centered communication to structure the initial moments of a medical encounter so that the physician can more reliably elicit, explore and respond to patients' concerns.

  5. Goal • The protocol discussed helps physicians and patients take stock early in the visit and prioritize collaboratively so that important issues are addressed first and fully.

  6. What is patient-centered communication? • Involves focusing on the patient's needs, values and wishes. • It is associated with improved patient trust and satisfaction, more appropriate prescribing and more efficient practice.

  7. TABLE 1: A PHYSICIAN-DOMINATED MEDICAL ENCOUNTER, WITH LITTLE OPPORTUNITY FOR PATIENT INPUT

  8. TABLE 2: A PATIENT-CENTERED MEDICAL ENCOUNTER, WITHOUT EXPLICIT AGENDA SETTING

  9. Eliciting and prioritizing concerns • Draw out a patient's true concerns • Identify which ones to address first • Don’t assume that the first concern a patient mentions is the most important one • Don’t assume that patients will spontaneously report all of their fears and concerns.

  10. Eliciting and prioritizing concerns • Ask "Is there something else you're concerned about?" until the patient answers, "No." • Lowers the likelihood that patients will bring up additional concerns late in the visit when there is no time left to address them. • Prioritize by asking the patient, "Which of these issues would you like to start with today?" and then negotiating a reasonable agenda for the visit.

  11. TABLE 3: A PATIENT-CENTERED MEDICAL ENCOUNTER, WITH EXPLICIT AGENDA SETTING

  12. Helping Patients Prepare For the Visit • Use written or online forms asking patients to list their concerns or agenda items, or it could offer a list of common questions patients should consider asking their physicians. • Help patient identify their own concerns. • Enable patients to ask questions, seek clarification, participate in decisions and be more involved in their care.

  13. Helping Patients Prepare For the Visit • The Agency for Healthcare Research and Quality has developed sets of questions patients can bring to primary care visits to learn more about their prescriptions, diagnoses and tests. • The "question builder" tool is available online at http://www.ahrq.gov/questionsaretheanswer/questionbuilder.aspx.

  14. Helping Patients Prepare For the Visit • In primary care, agenda forms have resulted in greater number of concerns addressed • Greater patient satisfaction with the discussion. • However, use of these forms can be ineffective if clinicians do not ask about them or endorse them or if they view them as an annoyance.

  15. Staying on Time • Without explicit training in setting and focusing patients' agendas, physicians tend to provide longer visits, although the amount of time per problem may not increase.

  16. Staying On Time • Physicians trained using a simple protocol, were able to address more concerns without affecting visit length. • Patients were more satisfied and perceived that more of their concerns were elicited and prioritized. • Physicians learned to negotiate with patients when it seemed necessary to address issues their patients did not rank highly.

  17. Using the Protocol • After an inquiry into the patient's concerns, the clinician and patient develop a working agenda. • Sort through the patient's concerns to see which are most pressing. • Structure the office visit accordingly. • The protocol may be especially important with patients who have long lists of concerns and seem oblivious to physicians' time limitations.

  18. ESTABLISHING FOCUS: COLLABORATIVE AGENDA SETTING

  19. ESTABLISHING FOCUS: COLLABORATIVE AGENDA SETTING

  20. Final Points • Incorporating any new skills into established practices takes time and effort. • Rigid application of the Establishing Focus Protocol solely to save time can compromise physicians' abilities to form secure and trusting relationships. • Agenda setting should not upstage the interview phases that precede and follow it - establishing rapport and understanding the patient's perspective.

  21. Questions

  22. References • Epstein R, Mauksch L, Carroll, Jaén C. Have You Really Addressed Your Patient’s Concerns. Family Practice Management. March 2008.

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